Restaurant Service Failure and Recovery Analysis

K. Douglas Hoffman; Scott W. Kelley; Holly M. Rotalsky

doi:10.1007/978-3-319-13162-7_50

Restaurant Service Failure and Recovery Analysis

K. Douglas Hoffman, Scott W. Kelley, Holly M. Rotalsky

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

2 Scopus citations

Abstract

Analyzing service failures and service recovery strategies is an extremely useful management tool. By systematically categorizing consumer complaints, a hierarchy of criteria evolve that reflect the consumer’s perspective of effective performance. Despite the importance of analyzing service failures and recovery strategies, little empirical research exists which examines the subject.

Original language	English
Title of host publication	Developments in Marketing Science
Subtitle of host publication	Proceedings of the Academy of Marketing Science
Pages	193
Number of pages	1
DOIs	https://doi.org/10.1007/978-3-319-13162-7_50
State	Published - 2015

Publication series

Name	Developments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)	2363-6165
ISSN (Electronic)	2363-6173

Bibliographical note

Publisher Copyright:
© 2015, The Academy of Marketing Science.

Keywords

Brand Loyalty
Critical Incident
Recovery Strategy
Service Failure
Service Recovery

ASJC Scopus subject areas

Marketing
Strategy and Management

Access to Document

10.1007/978-3-319-13162-7_50

Cite this

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keywords = "Brand Loyalty, Critical Incident, Recovery Strategy, Service Failure, Service Recovery",

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Restaurant Service Failure and Recovery Analysis. / Hoffman, K. Douglas; Kelley, Scott W.; Rotalsky, Holly M.
Developments in Marketing Science: Proceedings of the Academy of Marketing Science. 2015. p. 193 (Developments in Marketing Science: Proceedings of the Academy of Marketing Science).

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

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AU - Rotalsky, Holly M.

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KW - Critical Incident

KW - Recovery Strategy

KW - Service Failure

KW - Service Recovery

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Restaurant Service Failure and Recovery Analysis

Abstract

Publication series

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this