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Perceptions, corrections and defections : implications for service recovery in the restaurant industry.

Mack, R. and Mueller, R. D. and Crotts, J. and Broderick, A. J. (2000) 'Perceptions, corrections and defections : implications for service recovery in the restaurant industry.', Managing service quality., 10 (6). pp. 339-346.

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.

Item Type:Article
Keywords:Complaints, Customer service, Restaurants, Service quality.
Full text:Full text not available from this repository.
Publisher Web site:http://dx.doi.org/10.1108/09604520010352256
Record Created:12 Oct 2009 17:05
Last Modified:13 Oct 2014 15:48

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