Perceptions, corrections and defections: Implications for service recovery in the restaurant industry

Managing Service Quality: An International Journal

Volumn 10, Issue 6, 2000, Pages 339-346

  Mack, Rhonda ^a   Mueller, Rene ^a   Crotts, John ^a   Broderick, Amanda ^b  

^a School of Business   (United States)

^b ASTON UNIVERSITY   (United Kingdom)

Author keywords

Complaints; Customer service; Restaurants; Service quality

Indexed keywords

EID: 84986180690     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520010352256     Document Type: Article

References (17)

1. Bitner, M.J., Booms, B.H. and Mohn, L.A. (1994), “Critical service encounters: the employee's viewpoint”, Journal of Marketing, Vol. 58, October, pp. 95-106.
2. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), “The service encounter, diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54, January, pp. 71-84.
3. Flanagan, J.C. (1954), “The critical incident technique”, Psychological Bulletin, Vol. 51, July, pp. 327-58.
4. Hart, C.W.L., Heskett, J.L. and Sasser, W.E. Jr (1990), “The profitable art of service recovery”, Harvard Business Review, Vol. 68, July-August, pp. 148-56.
5. Hoffman, K.D., Kelley, S.W. and Rotalsky, H.M. (1995), “Tracking service failures and employee recovery efforts”, Journal of Services Marketing, Vol. 9 No. 2, pp. 49-61.
6. Jones, T.O. and Sasser, W.E. Jr (1995), “How to listen to customers”, Harvard Business Review, November-December, p. 93
7. Keaveney, S.M. (1995), “Customer switching behavior in service industries: an exploratory study”, Journal of Marketing, Vol. 59, April, pp. 71-81.
8. Kelly, S.W., Hoffman, K.D. and Davis, M.A. (1993), “A typology of retail failures and recoveries”, Journal of Retailing, Vol. 69 No. 4, Winter, pp. 429-51.
9. Kotler, P., Bowen, J and Makens, J (1999), Marketing for Hospitality and Tourism, 2nd ed., Prentice-Hall, New York, NY, pp. 356-7.
10. Megehee, C. (1994), “Effects of experience and restitution in service failure recovery”, in Ravi Achrol et al. (Eds), 1994 AMA Educators’ Proceedings: Enhancing Knowledge Development in Marketing, American Marketing Association, Chicago, IL, pp. 210-16.
11. Parasuraman, A. Berry, L.L. and Zeithaml, A. (1991), “Refinement and reassessment of the SERVQUAL scale’, Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
12. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
13. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
14. Perreault, W.D. and Laurence, E.L. (1989), “Reliability of nominal data based on qualitative judgments”, Journal of Marketing Research, Vol. 26, May, pp. 134-48.
15. Reichheld, F.F. and Sasser, W.E. Jr (1990), “Zero defections: quality comes to services”, Harvard Business Review, September-October, pp. 105-11.
16. Stevens, P., Knutson, B. and Patton, M. (1995), “DINESERV: a tool for measuring service quality in restaurants”, The Cornel Hotel and Restaurant Administration Quarterly, pp. 56-9.
17. Sundaram, C.S., Jurowski, C. and Webster, C. (1997), “Service failure recovery efforts in restaurant dining: the role of criticality of service consumption”, Hospitality Research Journal, Vol. 20 No. 3, pp. 137-49.