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Perceptions, Corrections and Defections: Implications for Service Recovery in the Restaurant industry

Mack, R.; Mueller, R.D.; Crotts, J.; Broderick, A.J.

Authors

R. Mack

R.D. Mueller

J. Crotts

A.J. Broderick



Abstract

Focusing on service failures can assist organizations in improving service quality and improving long-term customer retention. This study examined consumer perceptions of their personal service failures experienced in the restaurant industry. While the study found a large percentage of the respondents to be very “forgiving” with respect to returning to the restaurant where they had experienced a failure, the data also indicate that those less likely to return had, in fact, perceived the failure as major and had judged the method the restaurant used to recover the failure as not very good. Implications are for identifying failure points in the service delivery process and identifying methods to prevent, as well as recover, these failures to prevent negative customer perceptions and the ensuing customer loss and potential negative word of mouth.

Citation

Mack, R., Mueller, R., Crotts, J., & Broderick, A. (2000). Perceptions, Corrections and Defections: Implications for Service Recovery in the Restaurant industry. Managing service quality, 10(6), 339-346. https://doi.org/10.1108/09604520010352256

Journal Article Type Article
Publication Date Jan 1, 2000
Deposit Date Oct 12, 2009
Journal Managing Service Quality
Print ISSN 0960-4529
Publisher MCB University Press
Peer Reviewed Peer Reviewed
Volume 10
Issue 6
Pages 339-346
DOI https://doi.org/10.1108/09604520010352256
Keywords Complaints, Customer service, Restaurants, Service quality.

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