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.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Journal of Quality Assurance in Hospitality & Tourism
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
