The Effects of Service Recovery on Repeat Patronage
The objectives of the study are to: (a) identify and rate critical incidents of service failures; (b) determine what kind of service recovery efforts will significantly affect the resolution of a service failure; and (c) determine the significant effects of resolution levels on consumer repeat patro...
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| Published in | Journal of quality assurance in hospitality & tourism Vol. 3; no. 1-2; pp. 69 - 94 |
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| Main Authors | , , |
| Format | Journal Article |
| Language | English |
| Published |
Taylor & Francis Group
01.01.2002
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| Subjects | |
| Online Access | Get full text |
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| Abstract | The objectives of the study are to: (a) identify and rate critical incidents of service failures; (b) determine what kind of service recovery efforts will significantly affect the resolution of a service failure; and (c) determine the significant effects of resolution levels on consumer repeat patronage. The service recovery efforts were related to non-monetary dimensions of employee service behavior and proactive service staff, and monetary incentives. Employee service behavior was found to have the most significant effect on the complete resolution, followed by monetary incentives, and proactive service staff. The manager should provide mentoring, training, communication role-playing scenarios, and empowerment opportunities, which allows the employee to be effective in providing an equitable service failure resolution. Lastly, only complete resolution results in repeat patronage, while partial resolution and unresolved service failures served as a deterrent to the guest's return patronage. Therefore, management and staff should do their best to achieve a complete resolution to maximize guest repeat patronage. |
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| AbstractList | The objectives of the study are to: (a) identify and rate critical incidents of service failures; (b) determine what kind of service recovery efforts will significantly affect the resolution of a service failure; and (c) determine the significant effects of resolution levels on consumer repeat patronage. The service recovery efforts were related to non-monetary dimensions of employee service behavior and proactive service staff, and monetary incentives. Employee service behavior was found to have the most significant effect on the complete resolution, followed by monetary incentives, and proactive service staff. The manager should provide mentoring, training, communication role-playing scenarios, and empowerment opportunities, which allows the employee to be effective in providing an equitable service failure resolution. Lastly, only complete resolution results in repeat patronage, while partial resolution and unresolved service failures served as a deterrent to the guest's return patronage. Therefore, management and staff should do their best to achieve a complete resolution to maximize guest repeat patronage. |
| Author | Kim, Woo Gon Ham, Sunny Leong, Jerrold K. |
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| CitedBy_id | crossref_primary_10_1080_1528008X_2014_902348 crossref_primary_10_1300_J162v06n01_07 crossref_primary_10_21485_hufsea_2017_27_1_006 crossref_primary_10_1300_J150v14n02_04 crossref_primary_10_1300_J162v05n02_01 crossref_primary_10_1080_19368623_2013_835250 |
| Cites_doi | 10.1177/109634800002400402 10.1177/109467059800100106 10.1016/0148-2963(92)90014-3 10.1111/j.1936-4490.2000.tb00204.x 10.1016/0022-4359(93)90016-C 10.1016/S0148-2963(97)00127-6 10.2307/1251929 10.1177/009102609902800101 10.1016/S0278-4319(99)00042-0 10.2307/1252161 10.1177/109467050032002 10.1177/001088049803900313 10.2307/3152082 10.1016/S0278-4319(99)00047-X 10.1080/02642069900000019 10.1016/S0272-6963(00)00032-2 10.1016/S0022-4359(00)00028-2 10.1108/08876049510086017 10.1016/S0278-4319(99)00045-6 10.1016/S0167-4870(98)00002-6 10.1177/001088040004100317 |
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| SubjectTerms | complete resolution repeat patronage Service failure service recovery |
| Title | The Effects of Service Recovery on Repeat Patronage |
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