Abstract:

This study aims at identifying service failures and service recovery strategies both in fine-dining and quick service restaurant settings; examining the association between service failures and recovery strategies, determining the diversity according to type of restaurant in terms of restaurant responding and investigating the influence of restaurants’ response to failure on customer satisfaction. Data were collected through a survey including a sample of 283 consumers who had experienced service failures in a fine dining or quick service restaurant context. The main findings of the current study indicate that the frequency of service failures and recovery strategies do not change depending on the type of restaurant (finedining or quick service) while it is evident from the research that restaurants are inclined to response to certain service failures with specific recovery strategies. Furthermore, the empirical evidences of the study demonstrate that the restaurants’ response to failure has a positive impact on customer satisfaction.

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