Recovery strategies for service failures: The case of restaurants

Ilan Silber, Aviad Israeli, Adi Bustin, Ofir Ben Zvi

Research output: Contribution to journalArticlepeer-review

53 Scopus citations

Abstract

The study objective was to determine the efficiency of recovery strategies for various service failures in the restaurant industry. Efficiency was determined by the customers ’ willingness to return (WTR) and visit the restaurant. The main findings suggest that recovery strategies that include service interaction with customers were dominant over strategies which include monetary compensation. Furthermore, it has been found that the most problematic service failures are the ones involving inappropriate servers’ behavior, slow service, and food/beverage spillage. The study concludes with implications and recommendations for matching each service failure with a recovery strategy which will improve customers’ WTR to the restaurant.

Original languageEnglish
Pages (from-to)730-740
Number of pages11
JournalJournal of Hospitality and Leisure Marketing
Volume18
Issue number7
DOIs
StatePublished - 1 Jan 2009

Keywords

  • Restaurant management
  • Service failure
  • Service recovery

ASJC Scopus subject areas

  • Management Information Systems
  • Tourism, Leisure and Hospitality Management
  • Marketing

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