A Theoretical and Empirical Investigation into Service Failure and Service Recovery in the Restaurant Industry

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Author(s): Pierre Mostert (North-West University, South Africa), Danie Petzer (University of Johannesburg, South Africa)and Christine De Meyer (University of Johannesburg, South Africa)
Copyright: 2012
Pages: 14
Source title: Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods
Source Author(s)/Editor(s): N. Delener (Arcadia University, USA)
DOI: 10.4018/978-1-4666-0077-5.ch005

Keywords: Business & Management / Business Science Reference / Electronic Services & Service Science / Operations and Service Management

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Abstract

Despite organizations’ best intentions to achieve zero defect service environments, this objective is unlikely due to the multi-dimensional nature of service encounters. Organizations should therefore provide effective service recovery in the event of service failures. This chapter theoretically and empirically considers service quality, service failures, and service recovery among South African restaurant patrons and compares findings to similar studies among United States and Irish restaurant patrons. Despite experiencing a service failure, most restaurant patrons would support the restaurant again in the future provided that service recovery was effective. Even a simple apology may rectify customer satisfaction and lead to customer retention.

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A Theoretical and Empirical Investigation into Service Failure and Service Recovery in the Restaurant Industry

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