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Retaining customer loyalty through implementation of recovery strategies in food and beverage industry

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Excellence is the absolute prerequisite in fine dining because the prices charged are necessarily high. Therefore, service error/service failure occurrence in fine dining operation is highly tend to be avoided. However, as a report stated that 60% of restaurants fails within the first three years of their operation, and it was identified that service failure within the operation were among the roots. Therefore, in order to avoid customer dissatisfaction within an establishment, a service recovery action is very crucial to be implemented in order to alter the customer dissatisfaction to satisfaction. Thus, the purpose of this research is to explore the correlation between service and customer loyalty as well as to explore ways or strategies in service recoveries implementation that would effectively influence customer loyalty.rnBased on the research findings, it reveals that slow/unavailable service, wrong order, and product quality were identified as the most happening issue in service failure, while apology, item replacement, and management intercession were the most popular recovery strategies leading to customer loyalty intention. Hence, the result of this study indicated that recovery strategy has an impact of 42% towards customer loyalty intention.

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Availability

B03046

3046

(Rack Thesis)

Available

Detail Information

Series Title

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Call Number

3046

Publisher

: Swiss German University., 2019

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

HTM
Customer loyalty
Service Failure
Recovery Strategies
Food and Beverages Industry

Specific Detail Info

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