From Service Failure to Behavioural Intention: Perspectives on Malaysia

Shahzeb Hussain (), Constantinos-Vasilios Priporas () and Suyash Khaneja ()
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Shahzeb Hussain: Northumbria University
Constantinos-Vasilios Priporas: Middlesex University
Suyash Khaneja: World University of Design

Chapter 13 in The Expanding Horizons of Business and Management, Volume I, 2026, pp 301-321 from Palgrave Macmillan

Abstract: 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.

Keywords: average variance extracted (AVE); comparative fit index (CFI); composite reliability; Confirmatory factor analysis (CFA); convenience sampling method; convergent validity; Cronbach’s alpha; discriminant validity; goodness-of-fit; Harman’s single-factor test; nomological validity; non-normed fit index (NNFI); root mean square error of approximation (RMSEA); SEM; standardised root mean squared residual (SRMR); two-step systematic approach (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:pal:pscchp:978-3-032-26496-1_13

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DOI: 10.1007/978-3-032-26496-1_13

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