Servicescape failure and recovery strategy in the food service industry: the effect on customer repatronization / Bee Lia Chua ... [et al.].

KST: 224; KST: 2411; KST: 2413
* ugostiteljstvo - izvansmještajni kapaciteti * ekonomika ugostiteljskog poduzeća, financije * management ugostiteljskog poduzeća
* znanstveni članak
* servicescape failure * recovery strategy * repatronage behavior * food service industry * critical incident technique

* catering - nonaccommodation facilities * economics of catering enterprise, finances * management of catering enterprise

1. Chua, Bee Lia
2. Othman, Mohhidin
3. Boo, Huey Chern
4. Abkarim, M. Shahrim
5. Ramachandran, Sridar


U: Journal of quality assurance in hospitality & tourism. Vol. 11 (2010), No. 3. - 179-198.

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