An examination of factors affecting service recovery in a restaurant setting

Journal of Hospitality and Tourism Research

Volumn 23, Issue 3, 1999, Pages 284-298

  Mattila, Anna S ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Restaurant industry; Service recovery

Indexed keywords

EID: 0038357288     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/109634809902300304     Document Type: Article

References (37)

1. Albrecht, K. (1988). At America's service. Homewood, IL: Dow-Jones-Irwin.
2. Bailey, D. (1994). Service recovery: A ten-stage approach in the training of front-line staff. Training & Management Development Methods, 8, 4:17-4:21.
3. Belk, R. W. (1974). An explanatory assessment of situational effects in buyer behavior. Journal of Marketing Research, 11, 156-163.
4. Berry, L., & Parasuraman, A. (1991). Marketing services: Competing through quality. New York: Free Press.
5. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990, January). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
6. Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8, 110-130.
7. Boshoff, C., & Leong, J. (1998). Empowerment, attribution and apologising as dimensions of service recovery. International Journal of Service Industry Management, 9(1), 24-47.
8. Chan, P. (1994). An investigation of the strategic and competitive aspects of franchising in Singapore. International Journal of Management, 11(3), 778-785.
9. Chung, B., & Hoffman, D. (1998). Critical incidents: Service failures that matter most. Cornell Hotel and Restaurant Administration Quarterly, 39(3), 66-71.
10. Etzel, M. J., & Silverman, B. I. (1981). A managerial perspective on directions for retail customer dissatisfaction research. Journal of Retailing, 57(3), 124-136.
11. Folkes, V. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10, 398-409.
12. Gilly, M. C. (1987, Winter). Postcomplaint processes: From organizational response to repurchase behavior. Journal of Consumer Affairs, 21, 293-313.
13. Halstead, D., Morash, E. A., & Ozment, J. (1996). Comparing objective service failures and subjective complaints-an investigation of domino and halo effects. Journal of Business Research, 36, 107-115.
14. Hart, C. (1992). Guarantees come to professional service firms. Sloan Management Review, 33(3), 19-29.
15. Hart, C.W.L., Heskett, J. L., & Sasser, W. E., Jr. (1990, July-August). The profitable art of service recovery. Harvard Business Review, 148-156.
16. Hocutt, M., Chakraborty, G., & Mowen, J. (1997). The impact of perceived justice on customer satisfaction and intention to complain in a service recovery. Advances in Consumer Research, 24, 457-463.
17. Hoffman, K. D., & Bateson, J.E.G. (1997). Essentials of services marketing. New York: Dryden Press.
18. Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49-61.
19. Johnston, R. (1995). Service failure and recovery: Impact, attributes and process. Advances in Services Management and Marketing, 4, 211-228.
20. Kelley, S. W., & Davis, M. A. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22(1), 52-61.
21. Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429-452.
22. Kimble, D. (1996). Barriers and opportunities in Singapore. Cornell Hotel & Restaurant Administration Quarterly, 37(3), 50-54.
23. McCollough, M. A., & Bharadwaj, S. G. (1992). The recovery paradox: An examination of consumer satisfaction in relation to disconfirmation, service quality and attribution based theory. In C. T. Allen et al. (Eds.), Marketing theory and applications. Chicago: American Marketing Association.
24. Ostrom, A., & Iacobucci, D. (1995, January). Consumer trade-offs and the evaluation of services. Journal of Marketing, 59, 17-28.
25. Parasuraman, A., Zeithaml, V., & Berry, L. (1988, Spring). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
26. Reichheld, F. F., & Sasser, W. E., Jr. (1990, September-October). Zero defections: Quality comes to services. Harvard Business Review, 105-111.
27. Schweikhart, S., Strasser, S., & Kennedy, M. (1993). Service recovery in health service organizations. Hospital & Health Services Administration, 38, 3-21.
28. Smith, A., & Bolton, R. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril?Journal of Service Research, 1(1), 65-81.
29. Sparks, B., Bradley, G., & Callan, V. (1997). The impact of staff empowerment and communication style on customer evaluations: The special case of service failures. Psychology & Marketing, 14(5), 475-493.
30. Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23.
31. Sundaram, D. S., Jurowski, C., & Webster, C. (1997). Service failure recovery efforts in restaurant dining: The role of criticality of service consumption. Hospitality Research Journal, 20(3), 137-149.
32. Sweeny, J. C., Johnson, L. W., & Armstrong, R. W. (1992). The effect of cues on service quality expectations and service selection in a restaurant setting. Journal of Services Marketing, 6(4), 15-22.
33. Webster, C., & Sundram, D. (1998). Service consumption criticality in failure recovery. Journal of Business Research, 41, 153-159.
34. Westbrook, R. A. (1987, August). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24, 258-270.
35. Winsted, K. (1997). The service experience in two cultures: A behavioral perspective. Journal of Retailing, 73, 337-360.
36. Zemke, R. (1994, September). Servile recovery. Executive Excellence, 17-18.
37. Zemke, R., & Bell, C. (1990). Service recovery: Doing it right the second time. Training, 27, 42-48.