A CIT investigation of servicescape failures and associated recovery strategies

K. Douglas Hoffman, Scott W. Kelley, Beth C. Chung

Research output: Contribution to journalArticlepeer-review

91 Scopus citations


This study was undertaken to investigate service failures relating to problems with the management of the servicescape. Of the 1,370 failure critical incidents collected, 123 were identified as servicescape failures. The three primary types of servicescape failures most likely to occur, listed in order of frequency, include cleanliness issues, mechanical problems, and facility design issues. The study also identifies eight servicescape subfailure type categories and discusses failure ratings, recovery strategies, recovering ratings and customer retention rates.

Original languageEnglish
Pages (from-to)322-340
Number of pages19
JournalJournal of Services Marketing
Issue number4
StatePublished - Jul 1 2003

ASJC Scopus subject areas

  • Marketing


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