Quantitative comparison of service quality and recoverability measures
by Hong Qin; Victor R. Prybutok; Jun Zhou
International Journal of Services and Standards (IJSS), Vol. 7, No. 2, 2011

Abstract: This study aims to empirically examine and compare the effects of perceived service quality (SQ) and service recoverability on customer satisfaction and behavioural intentions using data collected in the fast-food industry. Exploratory factor analysis and confirmatory factor analysis were used to analyse the collected data. This study contributes to an understanding of customer satisfaction and behavioural intentions in the context of service failures in the fast-food industry. An important result of this study was the validation of the use of the recovery scale as an alternative to the SERVPERF instrument for researchers and managers interested in SQ assessment.

Online publication date: Fri, 27-Feb-2015

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