eCommons

 

A Look at the Relationship between Service Failures, Guest Satisfactions, and Repeat-Patronage Intentions of Casual Dining Guests

Other Titles

Abstract

Service recovery is essential to maintaining guest satisfaction in the event of a service failure. However, restaurateurs must approach service recovery in the appropriate context, because guests give differential consideration to different types of problems. Without doubt, a restaurant’s failure to serve food correctly is viewed as the most serious type of failure, and a food problem coupled with a service failure makes matters even worse. However, service failures by themselves are soon forgiven if the recovery is properly handled. Oddly, the least important type of failure, that of atmosphere (e.g., design, noise level), is most likely to cause a guest never to return, even if the restaurant makes a proper recovery. This study of more than eight hundred restaurant patrons found a positive and significant association between guests’ reported satisfaction with the outcome of their complaint and their repeat patronage intentions. The study’s findings highlight the importance of adequately resolving guests’ complaints with the goal of increasing the possibility that the guest will return to a restaurant after a service (or food) failure.

Journal / Series

Volume & Issue

Description

Sponsorship

Date Issued

2011-10-01

Publisher

Keywords

restaurant service recovery; guest satisfaction; repeat patronage

Location

Effective Date

Expiration Date

Sector

Employer

Union

Union Local

NAICS

Number of Workers

Committee Chair

Committee Co-Chair

Committee Member

Degree Discipline

Degree Name

Degree Level

Related Version

Related DOI

Related To

Related Part

Based on Related Item

Has Other Format(s)

Part of Related Item

Related To

Related Publication(s)

Link(s) to Related Publication(s)

References

Link(s) to Reference(s)

Previously Published As

Government Document

ISBN

ISMN

ISSN

Other Identifiers

Rights

Required Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.

Rights URI

Types

article

Accessibility Feature

Accessibility Hazard

Accessibility Summary

Link(s) to Catalog Record