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Servicescape failure and recovery strategy in the Food Service Industry: The effect on customer repatronization.


Citation

Chua, Lia Bee and Othman, Mohhidin and Boo, Huey Chern and Abdul Karim, Muhammad Shahrim and Ramachandran, Sridar (2010) Servicescape failure and recovery strategy in the Food Service Industry: The effect on customer repatronization. Journal of Quality Assurance in Hospitality and Tourism, 11 (3). pp. 179-198. ISSN 1528-008X

Abstract / Synopsis

This study addresses the servicescape failures in food service industry related to the poor management of physical environments and the associated recovery strategies used to retain dissatisfied customers. Despite the acknowledged importance of servicescapes, there is a dearth of exploratory investigation on servicescape failures and recovery strategies, and on the ways these influence the subsequent behavior of customers. Using the critical incident technique (CIT), data on 226 servicescape failures and 29 recovery strategies were collected from 174 informants by personal interview. The content analysis revealed that cleanliness issues were the most reported problem in food service industry, followed by other issues regarding the design, social interaction, and functionality. The implemented recoveries were perceived both positively and negatively by the informants. The findings signify that in the case of servicescape failures, it is generally more difficult to execute an effective recovery and gain customers' repatronization. It is highly recommended that food service practitioners should closely monitor the servicescapes and implement appropriate recovery strategies which may greatly affect customer satisfaction and repatronage behavior.


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Additional Metadata

Item Type: Article
Subject: Food service.
Subject: Consumers - Attitudes.
Divisions: Faculty of Food Science and Technology
DOI Number: https://doi.org/10.1080/1528008X.2010.483419
Publisher: Taylor & Francis
Keywords: Servicescape failure; Recovery strategy; Repatronage behavior; Food service industry; Critical incident technique.
Depositing User: Khairil Ridzuan Khahirullah
Date Deposited: 28 Jun 2012 09:47
Last Modified: 03 Nov 2015 07:22
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1080/1528008X.2010.483419
URI: http://psasir.upm.edu.my/id/eprint/16683
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