IDEAS home Printed from https://ideas.repec.org/h/pal/pscchp/978-3-032-26496-1_13.html

From Service Failure to Behavioural Intention: Perspectives on Malaysia

Author

Listed:
  • Shahzeb Hussain

    (Northumbria University)

  • Constantinos-Vasilios Priporas

    (Middlesex University)

  • Suyash Khaneja

    (World University of Design)

Abstract

This study examines the effects of service failure on service recovery expectations, of service recovery expectations on justice theories, of justice theories on post-recovery satisfaction, and of post-recovery satisfaction on behavioural constructs. Furthermore, the moderating effects of anger, past transactions, switching costs, and order frequency and size on the effect of service failure on service recovery expectations are also examined. The study is based on 430 samples collected in Kuala Lumpur, Malaysia. Structural equation modeling was used to analyse the data. The results suggest that all the direct hypotheses and most of the moderating effects were confirmed, but the moderating effects of order size and frequency were not confirmed. This is the first study to use the suggested model of Azemi et al. (2019). Furthermore, moderators including past transactions, switching costs, order frequency and order size were also used to examine the model.

Suggested Citation

  • Shahzeb Hussain & Constantinos-Vasilios Priporas & Suyash Khaneja, 2026. "From Service Failure to Behavioural Intention: Perspectives on Malaysia," Palgrave Studies in Cross-disciplinary Business Research, In Association with EuroMed Academy of Business,, Palgrave Macmillan.
    • Handle: RePEc:pal:pscchp:978-3-032-26496-1_13
    DOI: 10.1007/978-3-032-26496-1_13
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a
    for a similarly titled item that would be available.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:pscchp:978-3-032-26496-1_13. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: https://link.springer.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.