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Service failure and recovery strategies in the restaurant sector

16 references·16 citing·42 second hopsampled

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References

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1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
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1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
2004The impact of service failure severity on service recovery evaluations andpost‐recovery relationships581 cited
1991Five imperatives for improving service quality521 cited
2004

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Service failure and recovery: evidence from the hotel industry

347 cited

2004Examining service experiences and post‐consumption evaluations308 cited

Cited by

2011Hospitality marketing research from 2000 to 2009129 cited
2011The influence of guarantees, active requests to voice and failure severity on customer complaint behavior80 cited
2020Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry79 cited
2012Post‐recovery customer relationships and customer partnerships in a restaurant setting63 cited
2014Change in Consumer Patronage and Willingness to Pay at Different Levels of Service Attributes in Restaurants: A Study in India61 cited
2020Factors influencing customer switching behavior in Islamic banks: evidence from Kuwait53 cited
2013Customer Behavioral Intention: Influence of Service Delivery Failures and Service Recovery in Malay Restaurants52 cited
2011Service recovery: Literature review and research issues48 cited
2019The Behavioral Consequences of Regret, Anger, and Frustration in Service Settings46 cited
2012Profiling Service Failure and Customer Online Complaint Motives in the Case of Single Failure and Double Deviation43 cited
2020Effects of customer engagement behaviors on action loyalty: moderating roles of service failure and customization38 cited
2013Does successful recovery mitigate failure severity?37 cited
2019Service recovery satisfaction in offline and online experiences37 cited
2020Why Service Recovery Fails? Examining the Roles of Restaurant Type and Failure Severity in Double Deviation With Justice Theory37 cited
2021Identification of Delighters and Frustrators in Vegan-friendly Restaurant Experiences via Semantic Network Analysis: Evidence from Online Reviews29 cited
2010Servicescape Failure and Recovery Strategy in the Food Service Industry: The Effect on Customer Repatronization29 cited