Author:
Hoffman K. Douglas,Kelley Scott W.,Rotalsky Holly M.
Abstract
Demonstrates a method for examining service failures and recovery
strategies in service industries and provides a typology of service
failures and recoveries in the restaurant industry. Based on 373
critical incidents collected from restaurant customers, uses the
critical incident technique (CIT) to identify 11 unique failure types
and eight different recovery strategies. Additional data regarding the
magnitude of the service failure, the service recovery rating, the
lapsed time since the failure/recovery incident, and customer retention
rates were also collected. Presents this information along with
managerial and research implications.
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