A theoretical and empirical investigation into service failure and service recovery in the restaurant industry

Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods

Volumn , Issue , 2012, Pages 86-99

  Mostert, Pierre ^a   Petzer, Danie ^b   De Meyer, Christine ^b  

^a NORTH WEST UNIVERSITY   (South Africa)

^b UNIVERSITY OF JOHANNESBURG   (South Africa)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84899289278     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4018/978-1-4666-0077-5.ch005     Document Type: Chapter

References (45)

1. Boshoff, C., & du Plessis, F. (2009). Services marketing: A contemporary approach. Cape Town, South Africa: Juta.
2. Chang, H., & Wan, L. C. (2008). Consumer responses to service failures: A resource preference model of cultural influences. Journal of International Marketing, 16(1), 72-97. doi:10.1509/jimk.16.1.72.
3. Chang, K., Chen, M., & Hsu, C. (2010). Applying loss aversion to assess the effect of customers' asymmetric responses to service quality on post-dining behaviour intentions: An empirical survey in the restaurant sector. International Journal of Hospitality Management, 20, 620-631. doi:10.1016/j.ijhm.2009.11.004.
4. Choi, S., & Mattila, A. S. (2008). Perceived con-trollability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61, 24-30. doi:10.1016/j.jbusres.2006.05.006.
5. Chow, I. H., Lau, V. P., Lo, T. W., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. Hospital Management, 26, 698-710. doi:10.1016/j.ijhm.2006.07.001.
6. Christopher, M., Payne, A., & Ballantyne, D. (2002). Relationship marketing: Creating shareholder value. Oxford, UK: Butterworth-Heinemann.
7. Cranage, D., & Sujan, H. (2004). Customer choice: A pre-emptive strategy to buffer the effects of service failure and improve customer loyalty. Journal of Hospitality & Tourism Research (Washington, D.C.), 28(1), 3-20. doi:10.1177/1096348003255438.
8. Davidow, M., & Leigh, J. H. (1998). The effects of organisational complaint responses on consumer satisfaction, word-of-mouth activity, and repurchase intentions. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 11, 91-102.
9. De Run, E., & Ting, P. (2006). Estimating the probability of service recovery strategies in franchise fast food restaurant. Labuan Bulletin of International Business & Finance, 95-108.
10. Devarajan, S., & van der Mensbrugghe, D. (2000). Trade reform in South Africa: Impacts on households. Retrieved from http://network.idrc.ca/uploads/user-S/10281450680mimap28.pdf.
11. DeWitt, T., & Brady, M. K. (2009). Rethinking service recovery strategies: The effect of rapport on consumer responses to service failure. Journal of Service Research, 6(2), 193-207. doi:10.1177/1094670503257048.
12. Dutta, K., Venkatesh, U., & Parsa, H. G. (2007). Service failure and recovery strategies in the restaurant sector: An Indo-US comparative study. International Journal of Contemporary Hospitality Management, 19(5), 351-363. doi:10.1108/09596110710757526.
13. Enz, C. A. (2008). Creating a competitive advantage by building resource capability: The case of Outback Steakhouse Korea. Cornell Hospitality Quarterly, 49(1), 73-78. doi:10.1177/1938965507311648.
14. Gustafsson, A. (2009). Customer satisfaction with service recovery. Journal of Business Research, 62, 1220-1222. doi:10.1016/j.jbusres.2008.11.001.
15. Hajar, B., & Burt, J. (2007). The recipe for successful restaurants. Managing Intellectual Property, 28-30. Retrieved from http://www.heionline.org/article/1445273/The-recipe-for-successful-restaurants.html.
16. Han, H., Back, K., & Barrett, B. (2009). Influencing factors on restaurant customers' revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality Management, 28, 563-572. doi:10.1016/j.ijhm.2009.03.005.
17. Hedrick, N., Beverland, M., & Minahan, S. (2007). An exploration of relational customers' response to service failure. Journal of Services Marketing, 21(1), 64-72. doi:10.1108/08876040710726301.
18. Hess, R. L. (2008). The impact of firm reputation and failure severity on customers' responses to service failures. Journal of Services Marketing, 22(5), 385-398. doi:10.1108/08876040810889157.
19. Hocutt, M., Bowers, M. R., & Donavan, D. T. (2006). The art of service recovery: Fact or fiction? Journal of Services Marketing, 20(3), 199-207. doi:10.1108/08876040610665652.
20. Hoffman, K. D., Bateson, J. E. G., Wood, E. J., & Kenyon, A. J. (2009). Services marketing: Concepts, strategies, & cases. London, UK: Cengage.
21. Hoffman, K. D., Kelley, S. C., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49-61. doi:10.1108/08876049510086017.
22. Huang, W. (2010). Other-customer failure: Effects of perceived employee effort and compensation on complainer and non-complainer service evaluations. Journal of Service Management, 21(2), 191-211. doi:10.1108/09564231011039286.
23. Johnston, R., & Michel, S. (2008). Three outcomes of service recovery: Customer recovery, process recovery, and employee recovery. International Journal of Operations & Production Management, 20(1), 79-99. doi:10.1108/01443570810841112.
24. Kassim, N. M., & Souiden, N. (2007). Customer retention measurement in the UAE banking sector. Journal of Financial Services Marketing, 11(3), 217-228. doi:10.1057/palgrave.fsm.4760040.
25. Ladhari, R., Brun, I., & Morales, M. (2008). Determinants of dining satisfaction and postdining behavioral intentions. International Journal of Hospitality Management, 27, 563-573. doi:10.1016/j.ijhm.2007.07.025.
26. Lewis, B. R., & McCann, P. (2004). Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1), 6-17. doi:10.1108/09596110410516516.
27. Mack, R., Mueller, R., Crotts, J., & Broderick, A. (2000). Perceptions, corrections, and defections: Implications for service recovery in the restaurant industry. Managing Service Quality, 10(6), 339-346. doi:10.1108/09604520010352256.
28. Mattila, A. S., & Patterson, P. G. (2004). The impact of culture on consumers' perception of service recovery efforts. Journal of Retailing, 80, 196-206. doi:10.1016/j.jretai.2004.08.001.
29. Mendoza, L. E., Marius, A., Pérez, M., & Grimán, A. C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49, 913-945. doi:10.1016/j.infsof.2006.10.003.
30. Mueller, R. D., Palmer, A., Mack, R., & McMullan, R. (2003). Service in the restaurant industry: An American and Irish comparison of service failures and recovery strategies. Hospital Management, 22, 395-418. doi:10.1016/S0278-4319(03)00072-0.
31. Namasivayam, K., & Mattila, A. S. (2007). Accounting for the joint effects of the servicescape and service exchange on consumers' satisfaction evaluations. Journal of Hospitality & Tourism Research (Washington, D.C.), 31(1), 3-18. doi:10.1177/1096348006292996.
32. Namkung, Y., Jang, S., & Choi, S. K. (2010). Customer complaints in restaurants: Do they differ by service stages and loyalty levels. International Journal of Hospitality Management, 30(3), 495-502. doi:10.1016/j.ijhm.2010.07.005.
33. Palmer, A. (2009). Principles of services marketing (5th ed.). London, UK: McGraw-Hill.
34. Parsa, H. G., Self, J. T., Njite, D., & King, T. (2005). Why restaurants fail. The Cornell Hotel and Restaurant Administration Quarterly, 46(3), 304-322. doi:10.1177/0010880405275598.
35. Rahman, N. (2009). Toward a theory of restaurant décor: an empirical examination of Italian restaurants in Manhattan. Journal of Hospitality & Tourism Research (Washington, D.C.), 21, 1-11.
36. Seawright, K. K., DeTienne, K. B., Bernhisel, M. P., & Larson, C. L. H. (2008). An empirical examination of service recovery design. Marketing Intelligence & Planning, 26(3), 253-274. doi:10.1108/02634500810871320.
37. Silber, I., Israeli, A., Bustin, A., & Zvi, O. B. (2009). Recovery strategies for service failures: The case of restaurants. Journal of Hospitality Marketing & Management, 18, 730-740. doi:10.1080/19368620903170273.
38. Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. JMR, Journal of Marketing Research, 36(4), 356-372. doi:10.2307/3152082.
39. Sparks, B., & Fredline, L. (2007). Providing an explanation for service failure: Context, content, and customer responses. Journal of Hospitality & Tourism Research (Washington, D.C.), 31(2), 241-260. doi:10.1177/1096348006297292.
40. Statistics South Africa. (2009). Food and beverages (preliminary). Retrieved from http://www.statssa.gov.za.
41. Svari, S., Svensson, G., Slåtten, T., & Edvardsson, B. (2010). A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry. Managing Service Quality, 20(1), 26-45. doi:10.1108/09604521011011612.
42. Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2008). Services marketing: Integrating customer focus across the firm. London, UK: McGraw-Hill.
43. Wirtz, J., & Mattila, A. (2004). Consumer responses to compensation, speed of recovery, and apology after a service failure. International Journal of Service Industry Management, 15(2), 150-166. doi:10.1108/09564230410532484.
44. Wong, N. Y. (2004). The role of culture in the perception of service recovery. Journal of Business Research, 57, 957-963. doi:10.1016/S0148-2963(03)00002-X.
45. Zineldin, M. (2006). The royalty of loyalty: CRM, quality, and retention. Journal of Consumer Marketing, 23(7), 430-437. doi:10.1108/07363760610712975.