Start Date

8-1-2011 9:45 AM

End Date

8-1-2011 10:30 AM

Track

2. Track 2 - Poster Session

Subject Area

Management

Faculty Member

Jerrold Leong leong@okstate.edu

Abstract

The purpose of this study is two-folded. First, this study will identify how customers’ perceptions of service failure and service recovery efforts differ contingent upon ownership. Second, this study will explore the impact of the perceived differences on customer satisfaction and loyalty. This study combined interviews with quantitative analysis to answer whether and how the perceived service recovery efforts by restaurants are related to customers’ satisfaction and loyalty in both chain and independent restaurants.

Keywords

service failure, service recovery efforts, the restaurant industry, satisfaction, loyalty



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Jan 8th, 9:45 AM Jan 8th, 10:30 AM

A Comparative Study of Service Failure and Service Recovery Efforts between Chain and Independent Restaurants

The purpose of this study is two-folded. First, this study will identify how customers’ perceptions of service failure and service recovery efforts differ contingent upon ownership. Second, this study will explore the impact of the perceived differences on customer satisfaction and loyalty. This study combined interviews with quantitative analysis to answer whether and how the perceived service recovery efforts by restaurants are related to customers’ satisfaction and loyalty in both chain and independent restaurants.