Restaurant Service Failure and Recovery Analysis

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

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

2 Scopus citations


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 languageEnglish
Title of host publicationDevelopments in Marketing Science
Subtitle of host publicationProceedings of the Academy of Marketing Science
Number of pages1
StatePublished - 2015

Publication series

NameDevelopments 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.


  • Brand Loyalty
  • Critical Incident
  • Recovery Strategy
  • Service Failure
  • Service Recovery

ASJC Scopus subject areas

  • Marketing
  • Strategy and Management


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