{"id":"https://openalex.org/W2199371341","doi":null,"title":"Service recovery strategies in western based fast food restaurants : a structural equation model test","display_name":"Service recovery strategies in western based fast food restaurants : a structural equation model test","publication_year":2008,"publication_date":"2008-07-01","ids":{"openalex":"https://openalex.org/W2199371341","mag":"2199371341"},"language":"en","primary_location":{"id":"pmh:oai:ir.unimas.my:1760","doi":null,"is_oa":false,"landing_page_url":"http://ir.unimas.my/1760/1/40%2Bservice%2Brecovery%2Bstrategies%2Bin%2Bwestern%2Bbased%2Bfast%2Bfood%2B%2528abstract%2529%20%281%29.pdf","pdf_url":"http://ir.unimas.my/1760/1/40%2Bservice%2Brecovery%2Bstrategies%2Bin%2Bwestern%2Bbased%2Bfast%2Bfood%2B%2528abstract%2529%20%281%29.pdf","source":{"id":"https://openalex.org/S4306400335","display_name":"Unimas Institutional Repository (Universiti Malaysia Sarawak)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I41461413","host_organization_name":"Universiti Malaysia Sarawak","host_organization_lineage":["https://openalex.org/I41461413"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"","raw_type":"Article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://ir.unimas.my/551/2/40%20service%20recovery%20strategies%20in%20western%20based%20fast%20food.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5056037593","display_name":"de Run Ernest Cyril","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"de Run Ernest Cyril","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5005008794","display_name":"Kusyarnadi Heriyadi","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Kusyarnadi Heriyadi","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":"9","issue":"2","first_page":"33","last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.9700000286102295},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.7940000295639038},{"id":"https://openalex.org/keywords/fast-food-restaurants","display_name":"fast food restaurants","score":0.9679999947547913},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.5149999856948853},{"id":"https://openalex.org/keywords/service-recovery-strategies","display_name":"service recovery strategies","score":0.7080000042915344},{"id":"https://openalex.org/keywords/kuching","display_name":"Kuching","score":0.8690000176429749}],"concepts":[{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.8190561532974243},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.7218600511550903},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.6770045757293701},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6735595464706421},{"id":"https://openalex.org/C2779760435","wikidata":"https://www.wikidata.org/wiki/Q5396169","display_name":"Minor (academic)","level":2,"score":0.6674718260765076},{"id":"https://openalex.org/C165957694","wikidata":"https://www.wikidata.org/wiki/Q5421350","display_name":"Exploratory factor analysis","level":3,"score":0.6340979933738708},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5855985879898071},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.5232690572738647},{"id":"https://openalex.org/C2780791683","wikidata":"https://www.wikidata.org/wiki/Q846785","display_name":"Action (physics)","level":2,"score":0.5028461813926697},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.4124910831451416},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3600958287715912},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.34280461072921753},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3350246548652649},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.33376845717430115},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2929351329803467},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.27793973684310913},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.1968396008014679},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.16078919172286987},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.07830888032913208},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"pmh:oai:ir.unimas.my:1760","doi":null,"is_oa":false,"landing_page_url":"http://ir.unimas.my/1760/1/40%2Bservice%2Brecovery%2Bstrategies%2Bin%2Bwestern%2Bbased%2Bfast%2Bfood%2B%2528abstract%2529%20%281%29.pdf","pdf_url":"http://ir.unimas.my/1760/1/40%2Bservice%2Brecovery%2Bstrategies%2Bin%2Bwestern%2Bbased%2Bfast%2Bfood%2B%2528abstract%2529%20%281%29.pdf","source":{"id":"https://openalex.org/S4306400335","display_name":"Unimas Institutional Repository (Universiti Malaysia Sarawak)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I41461413","host_organization_name":"Universiti Malaysia Sarawak","host_organization_lineage":["https://openalex.org/I41461413"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"pmh:oai:ir.unimas.my:551","doi":null,"is_oa":true,"landing_page_url":"http://ir.unimas.my/551/1/40%20service%20recovery%20strategies%20in%20western%20based%20fast%20food%20%28abstract%29.pdf","pdf_url":"http://ir.unimas.my/551/2/40%20service%20recovery%20strategies%20in%20western%20based%20fast%20food.pdf","source":{"id":"https://openalex.org/S4306400335","display_name":"Unimas Institutional Repository (Universiti Malaysia Sarawak)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I41461413","host_organization_name":"Universiti Malaysia Sarawak","host_organization_lineage":["https://openalex.org/I41461413"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"pmh:oai:ir.unimas.my:9236","doi":null,"is_oa":true,"landing_page_url":"http://ir.unimas.my/9236/1/SERVICE%20RECOVERY%20STRATEGIES%20IN%20WESTERN%20BASED%20FAST%20FOOD%20RESTAURANTS.pdf","pdf_url":"http://ir.unimas.my/9236/1/SERVICE%20RECOVERY%20STRATEGIES%20IN%20WESTERN%20BASED%20FAST%20FOOD%20RESTAURANTS.pdf","source":{"id":"https://openalex.org/S4306400335","display_name":"Unimas Institutional Repository (Universiti Malaysia Sarawak)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I41461413","host_organization_name":"Universiti Malaysia Sarawak","host_organization_lineage":["https://openalex.org/I41461413"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"mag:2199371341","doi":null,"is_oa":true,"landing_page_url":"https://ir.unimas.my/551/2/40%20service%20recovery%20strategies%20in%20western%20based%20fast%20food.pdf","pdf_url":null,"source":{"id":"https://openalex.org/S2764773711","display_name":"International Journal of Business and Society","issn_l":"1511-6670","issn":["1511-6670"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-c","anvur-scientific","norway-1","poland-20","russia-white-list-2"],"host_organization":"https://openalex.org/P4310322251","host_organization_name":"UNIMAS Publisher","host_organization_lineage":["https://openalex.org/P4310322251","https://openalex.org/P4310321668"],"host_organization_lineage_names":["UNIMAS Publisher","University Malaysia Sarawak"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"International Journal of Business and Society","raw_type":null}],"best_oa_location":{"id":"pmh:oai:ir.unimas.my:551","doi":null,"is_oa":true,"landing_page_url":"http://ir.unimas.my/551/1/40%20service%20recovery%20strategies%20in%20western%20based%20fast%20food%20%28abstract%29.pdf","pdf_url":"http://ir.unimas.my/551/2/40%20service%20recovery%20strategies%20in%20western%20based%20fast%20food.pdf","source":{"id":"https://openalex.org/S4306400335","display_name":"Unimas Institutional Repository (Universiti Malaysia Sarawak)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I41461413","host_organization_name":"Universiti Malaysia Sarawak","host_organization_lineage":["https://openalex.org/I41461413"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2199371341.pdf","grobid_xml":"https://content.openalex.org/works/W2199371341.grobid-xml"},"referenced_works_count":36,"referenced_works":["https://openalex.org/W27737185","https://openalex.org/W202346731","https://openalex.org/W1560880354","https://openalex.org/W1646446773","https://openalex.org/W1968049362","https://openalex.org/W1970002536","https://openalex.org/W1974917347","https://openalex.org/W1976543439","https://openalex.org/W1977161855","https://openalex.org/W1978831529","https://openalex.org/W1988487435","https://openalex.org/W1995561053","https://openalex.org/W1995927892","https://openalex.org/W1996211416","https://openalex.org/W2025416816","https://openalex.org/W2025908688","https://openalex.org/W2030999202","https://openalex.org/W2032998540","https://openalex.org/W2036149274","https://openalex.org/W2037188133","https://openalex.org/W2043947871","https://openalex.org/W2047491386","https://openalex.org/W2047562908","https://openalex.org/W2059334100","https://openalex.org/W2062094855","https://openalex.org/W2062193161","https://openalex.org/W2063305741","https://openalex.org/W2075271355","https://openalex.org/W2098418305","https://openalex.org/W2153794463","https://openalex.org/W2157575844","https://openalex.org/W2253070557","https://openalex.org/W2325102231","https://openalex.org/W2412842170","https://openalex.org/W2418001119","https://openalex.org/W2745616710"],"related_works":["https://openalex.org/W2518110693","https://openalex.org/W2754458386","https://openalex.org/W2981892830","https://openalex.org/W2479103469","https://openalex.org/W7057294800","https://openalex.org/W3128152669","https://openalex.org/W4311987098","https://openalex.org/W1977543947","https://openalex.org/W1997259208","https://openalex.org/W1558574903"],"abstract_inverted_index":{"This":[0],"paper":[1],"sets":[2],"out":[3,19],"to":[4,92,102,134],"confirm":[5],"a":[6,32,84,139],"model":[7,81],"that":[8,12,79],"depicts":[9],"the":[10,39,80,97,108,124],"probability":[11],"service":[13,71,113,131,142],"recovery":[14,72,114,132],"activities":[15],"will":[16],"be":[17,123],"carried":[18],"by":[20],"front":[21],"liners":[22],"in":[23,94],"Western":[24],"based":[25,35],"fast":[26],"food":[27],"restaurants.":[28],"The":[29,74,88],"study":[30,89,121],"used":[31],"Juster":[33],"scale":[34],"questionnaire":[36],"survey":[37],"format":[38],"restaurants":[40],"customers.":[41],"Data":[42],"was":[43,82,90],"then":[44],"analyzed":[45],"using":[46],"exploratory":[47],"and":[48,68,104],"confirmatory":[49,75],"factor":[50,76],"analysis":[51,57,77],"utilizing":[52],"Structural":[53],"Equation":[54],"Model.":[55],"Factor":[56],"indicated":[58,78],"three":[59],"views":[60],"of":[61,83,126,138],"customers":[62],"termed":[63],"as":[64],"Spoken,":[65],"Minor":[66,127],"Action,":[67],"Major":[69,129],"Action":[70,130],"strategies.":[73],"good":[85],"fit":[86],"(.749).":[87],"limited":[91],"respondents":[93],"Kuching.":[95],"Nevertheless":[96],"finding":[98],"has":[99],"important":[100],"implications":[101],"management":[103],"academia.":[105],"For":[106],"academics,":[107],"findings":[109],"provide":[110],"insight":[111],"into":[112],"modeling.":[115],"A":[116],"practical":[117],"application":[118],"from":[119],"this":[120],"would":[122],"use":[125],"or":[128],"strategies":[133],"improve":[135],"customer\u2019s":[136],"perception":[137],"company":[140],"after":[141],"failure.":[143]},"counts_by_year":[{"year":2018,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2016-06-24T00:00:00"}
