Customer Complaints Research Articles

Bystanders’ support for online customer complaints: an integrated perspective of deontic justice theory and attribution theory

Purpose Online complaints have emerged as a pivotal avenue for customers to voice their dissatisfaction. In this context, bystanders, as third-party observers, actively engage in evaluating and judging these complaints. However, studies pertaining to bystanders in online customer complaints remain limited. Therefore, this study aims to integrate deontic justice theory and attribution theory to construct a research model of bystanders’ support for online customer complaints. Design/methodology/approach Leveraging a questionnaire and two scenario experiments, SPSS 24.0 and AMOS 24.0 were used to examine the relationship between bystanders’ moral outrage and their support for online customer complaints, the mediating role of responsibility attribution and the moderating role of experience similarity and online anonymity. Findings Based on the statistical analysis, the results show that bystanders’ moral outrage significantly enhances their support for online customer complaints; responsibility attribution plays a mediating role between moral outrage and bystanders’ support for online customer complaints; experience similarity and online anonymity can moderate the relationship between moral outrage and bystanders’ support for online customer complaints. Originality/value The findings of this study not only enrich the literature on online customer complaints but also provide valuable insights for companies to understand the diffusion of online complaints and effective strategies with which to address them.

Workplace stressors and their impact on the nurse managers role

Background: Nursing is one of the professions that is known to expose its members to stress. Additionally, nurse managers work in complex health care environments that expose them to a substantial amount of stress. Workplace stressors have a negative impact on the nurse managers’ performance. Objective: To explore workplace stressors and their impact on the nurse managers’ role. Methodology: The study followed a qualitative exploratory inquiry. Participants were nurse managers working in 11 public hospitals in Botswana. A total of 49 nurse managers participated in this study. A semi-structured interview guide was used to collect data through written narratives. Emerging themes were identified through the use of thematic analysis. Results: The study identified 6 themes that outlined workplace stressors as experienced by nurse managers as follows: shortage of resources; lack of managerial and leadership skills; lack of progression; lack of support from supervisors; staff indiscipline, and nature of work. Participants perceived that exposure to workplace stressors resulted in low morale, customer complaints, and compromised quality of care. Conclusions: The study revealed that nurse managers were exposed to various workplace stressors in the healthcare environment. It was identified that the stress impacted negatively on the quality of care delivered to patients.

Comparison of Moving Average and Exponential Smoothing Methods for Estimating the Number of Internet Service Disruptions

Fairly tight competition in telecommunication business requires companies to continue improving the quality of their services, including handling network problems or customer complaints. However, the amount of disturbance that occurs is often unpredictable. Indeed, this condition will impact the allocation of resources and budget for handling customer disturbances in the following period, with uncertainty. This research aims to apply the moving average (MA) and single exponential smoothing (SES) forecasting methods to predict the number of internet service disruptions. The case study used in this paper is an internet service provider company with service coverage in the northern part of Surabaya. The number of disturbances data was collected from January 2022 to May 2022, with 18,453 data in total. The disturbances can be divided into five types: physical, mass, logical, PSB/migration, and others. Forecasting is carried out using the MA method with a period of three months. Meanwhile, forecasting using the SES method was carried out by first determining the alpha value that produces the smallest Mean Absolute Percentage Error (MAPE) value. The analysis results show that both forecasting methods are relatively effective and efficient in estimating the number of disturbances. Forecasting performance testing was carried out by measuring the Mean Absolute Deviation (MAD), Mean Square Error (MSE), and Mean Absolute Percentage Error (MAPE) values. The results of forecasting performance measurements show that the SES method is much better than MA for all types of disturbance data, with MAPE values ​​below 2%.

Enhancing customer satisfaction through IIoT-Enabled coopetition: Strategic insights and impacts

This research investigates the significant role of Industrial Internet of Things (IIoT) to enable Coopetition Network Practices (CNPs) in enhancing the performance of Small and Medium Enterprises (SMEs) within the context of global digital supply chains. Employing a quantitative approach, our study reveals that CNPs contribute to a noTable 51.0 % improvement in factors determining customer satisfaction. This underscores the strategic importance of blending competition with collaboration to refine production processes and align with consumer expectations. Additionally, the research presents a remarkable 69.1 % boost in operational consistency and reports substantial progress in manufacturing flexibility and the value-to-weight ratio, witnessing increases of 125.8 % and 33.2 %, respectively. These improvements are pivotal in optimizing production resources, which in turn, have led to a 29.3 % decrease in customer complaints and a 15.6 % rise in on-time delivery rates. Conversely, a slight decline in the consistency of the value-to-weight ratio was observed, pointing to potential areas for future research. The findings decisively show that CNPs offer concrete advantages by enhancing customer satisfaction determinants and operational efficiency in SMEs. The paper advocates for future studies to directly measure customer satisfaction and to formulate actionable guidelines for the effective implementation of coopetition strategies. This proposed research direction aims to provide solutions to the manufacturing sector's emerging challenges, thereby promoting competitive advantage and growth in the digital era.

Evaluating the Role of Customer Relationship Management in Enhancing Customer Satisfaction: A Study of Arusha Urban Water Supply and Sanitation

This study explores the impact of Customer Relationship Management (CRM) on customer satisfaction at the Arusha Urban Water Supply and Sanitation Authority (AUWSA). Employing a case study research design, the research targeted AUWSA customers and staff, using convenience and purposive sampling techniques to select a sample size of 100 individuals. Both primary and secondary data were utilized, with primary data gathered through questionnaires and interviews, and secondary data obtained from various documentary sources. Data analysis involved both quantitative and qualitative methods, with descriptive and inferential statistics applied to the quantitative data using SPSS. Qualitative data was analyzed through content analysis. The findings reveal that Information Technology (IT) significantly enhances timely information processing, facilitates effective customer communication, and promotes efficient service delivery, thereby reducing customer complaints and administrative errors. The study concludes that IT is crucial for improving customer satisfaction and recommends further research to explore CRM's impact on customer satisfaction in other service industries in Tanzania.

Optimization of Customer Complain Handling at Grapari East Java

The operational process at GraPARI is a benchmark for PT Telkomsel's success in the service sector which will later influence customer loyalty in using the product and ultimately increase revenue. Therefore, the potential of GraPARI services must be maximized, especially in terms of complaint handling. The high quality of service can be seen from the number of customers who come, the orderly and comfortable queue model, and the quick and precise solutions from customer service for all complaints lodged by customers. This research was conducted to create a system for monitoring the most effective traffic handling of customer complaints, thereby speeding up the complaint handling process using parameters of customer quantity, customer service productivity, and ending in the back office as a case executor. From these three parameters, cases are first categorized into three channels (human error, system error, and unique requests). The calculation results show that from all these categories, the process of handling them is slow with an Out Of SLA ratio of almost 80%. After a simulation of optimization using tandem channels, the estimated optimal duration decreased as the number of servers used increased, with the traffic is reduced by 7% by using 10 additional servers in the tandem channels

The Influence of Personal Selling and Social Media Marketing on Purchase Behavior Mediated by Brand Awareness, Brand Association, Perceived Quality, and Brand Loyalty at PT. Asuransi Bangun Askrida Bandung Branch

The marketing landscape has shifted from traditional to digital approaches, requiring companies to adapt strategies to remain competitive. Askrida, using both personal selling and social media marketing, seeks to boost general insurance production and maintain market share. However, despite these efforts, Askrida lags behind its five main competitors in profit, and general insurance sales remain inadequate, with increasing customer complaints. This study aims to evaluate how personal selling and social media marketing influence consumer behavior at Askrida through brand awareness, brand association, perceived quality, and brand loyalty. Using a quantitative approach, this research collected primary and secondary data through Google Forms questionnaires distributed to 416 non-corporate customers of Askrida Bandung Branch. The sampling method employed was purposive sampling, and data analysis was conducted using SEM-PLS (Partial Least Squares) via SmartPLS software. The findings indicate that both personal selling and social media marketing significantly affect brand awareness, brand association, perceived quality, and brand loyalty. Personal selling impacts purchasing behavior through these mediating variables, though brand awareness itself does not directly influence purchasing behavior. Conversely, social media marketing affects purchasing behavior through brand awareness, brand association, perceived quality, and brand loyalty. Recommendations for Askrida's Marketing Team include enhancing personal selling by improving product information quality through additional training for sales staff and using interactive training materials. For social media marketing, it is advised to update content with relevant and engaging information. Increasing brand visibility and consistency in marketing campaigns, creatively strengthening brand associations, enhancing quality perception through customer testimonials and unique product features, and implementing loyalty programs are crucial strategies for Askrida to bolster market position and consumer loyalty. This study also notes that the findings may not be generalized to all digital marketing activities and suggests further research with additional variables and a more in-depth evaluation of effectiveness.

Do all complain the same? Examining the role of luxury hotels reviewer attributes using text mining

Purpose Although extant studies found the determinants of customer complaints in luxury hotels, comparison of complaint severity using reviewer characteristics (nationality, reviewer type and expertise) is limited. This study aims to identify the variation in customers’ complaint attributes among different customer categories. Design/methodology/approach This study tried to address this gap by using structural topic modelling and text mining techniques to find the sentiment score, word count, complaints attributes and severity score. The research sample covers luxury hotels in India, and online review text and their associated data has been collected and analysed. Findings The authors found that leisure customers wrote lengthier reviews and complained about the facility-related aspects (valet parking, entertainment and amenities) and food-related aspects (food variety, service and menu) while the business customers’ complaint severity score is more on salient aspects (room size, bathroom and staff related services). The international customers wrote lengthier reviews and complained more about the facility-related aspects (amenities, pick-up and entertainment) and core service offerings (stay experience, bathroom, dirtiness and complaint resolution). Whereas domestic customers complained more about stay-related aspects (food variety, quality, services, staff behaviour and stay experience). Also, this study used correlation analysis to find the dependencies between topics and uncovered underlying patterns, trends and associations, aiding in a deeper understanding and interpretation of the complaints. This study can help service providers tailor their services based on customer attributes to ensure maximum customer satisfaction. Originality/value The findings of this study can enable hotel service providers to customise their services based on customer attributes to reduce dissatisfaction among customers and promote customer loyalty. The findings of this study can also be used to devise differential promotional strategies for different types of customers.

Innovative Governance in Improving Excellent Services of Municipal Waterworks in Surabaya City

Municipal waterworks services in Surabaya City are considered inadequate and have caused many public complaints. To change this situation, innovation in government services is needed. The innovation provided must be in accordance with customer conditions and complaints. Municipal waterworks, which are regionally owned enterprises, are closely related to local governments; that is why governance innovation is needed. This study aims to describe innovative governance in Municipal Waterworks Surya Sembada Kota Surabaya. This study used the qualitative descriptive method. The subjects of this study were 5 Surabaya City people who were users of Municipal Waterworks Surya Sembada Surabaya services and 3 employees of Municipal Waterworks Surya Sembada Surabaya. The object of this study is the quality of services. Data collection techniques included interviews and documentation that is analyzed descriptively. Interviews were conducted about efficiency, effectiveness, conflict, orientation, and decision-making in providing services. The results obtained from this study show that Municipal Waterworks Surya Sembada Surabaya City has carried out innovative governance consisting of digitalization of services and work systems. Municipal Waterworks Surya Sembada Surabaya City uses the CIS (Customer Information System) application to make it easier for customers to report, pay, and register new installations. Innovative governance of Municipal Waterworks Surya Sembada Surabaya City has met eight indicators, namely, increased efficiency, improved effectiveness, improved service quality, no research conflicts, public interest orientation, carried out openly, fulfilled decision values, and accounted for the results. The human resources of Municipal Waterworks Surya Sembada Surabaya City are very competent but still experience obstacles in building communication with the community. The facilities and infrastructure of Municipal Waterworks Surya Sembada Surabaya City have met the standards, but additional transportation fleets are still required. Information technology of Municipal Waterworks Surya Sembada Surabaya City services has been maximized with the digitalization of services and work systems, but it is still constrained by applying for permits to local governments, which must be done manually and takes a long time. Keywords: service, innovative governance

Efficacy of selected insecticide sprays against Indian meal moth (Lepidoptera: Pyralidae) wandering larvae on various surfaces

The Indian meal moth, Plodia interpunctella (Hübner) (Lepidoptera: Pyralidae), is a worldwide pest found in food product warehouses. Presence of P. interpunctella wandering larvae causes customer complaints and product rejection from customers. Its prepupal stage is susceptible to insecticide treatment due to their wandering behavior. We evaluated the efficacy of three insecticide sprays, ExciteR (0.017% pyrethrins, 0.174% piperonyl butoxide), Suspend SC (0.053% deltamethrin), and Transport Mikron (0.047% acetamiprid, 0.056% bifenthrin) against P. interpunctella wandering larvae by forced exposure to porous (vinyl tile, unpainted pinewood, concrete, and paper) and non-porous (steel, glazed ceramic) surfaces, and exposure to treated harborages made of two pieces of vinyl tiles, unpainted pinewood, and concrete. Under continuous exposure conditions, both ExciteR and Suspend SC caused significantly higher mortality (90–96%) than Transport Mikron (73–75%) on non-porous surfaces after 4 days (P < 0.05). But on porous surfaces, the three insecticides caused ≤63% mortality with Suspend SC being the most effective. When using 2× amount of insecticides as that in the previous test (2.1 gallon/1000 ft2, which is 4.33, 1.20, and 2.33 mg a.i./m2 of ExciteR, Suspend SC, and Transport Mikron, respectively), Suspend SC was the only insecticide causing high mortality (≥99%) through both forced exposure to concrete surface and exposure to treated concrete harborage. Whereas other treatments caused <12% mortality. Among the porous surfaces, residual efficacy of Suspend SC on concrete was significantly higher than that on vinyl tiles. Application of an effective liquid insecticide (such as 0.053% deltamethrin) into harborages or directly to the possible pupation sites, such as corners, cracks, and crevices could be an effective strategy for managing P. interpunctella wandering larvae in warehouse environment.

The Procedure for Managing Customer Complaints as an Element Improving the Functioning of Administrative Bodies:The Case of the Social Assistance System in Poland

The Procedure for Managing Customer Complaints as an Element Improving the Functioning of Administrative Bodies:The Case of the Social Assistance System in Poland

U.S. Airline Customer Complaint Trends: A Decade-Long Analysis (2013-2022) Including COVID-19 Impacts

The Airline Deregulation Act of 1978 significantly reshaped the U.S. aviation industry, transitioning from government-controlled pricing and service standards to market-driven dynamics. This shift led to the rise of low-cost carriers, reduced service quality, and increased customer complaints. In response to fluctuating service standards, the Air Travel Consumer Report (ATCR) was introduced in 1987 to provide transparency in airline service quality. This study leverages ATCR data from 2013 to 2022 to analyze trends in customer complaints across major U.S. airlines. The primary objectives are identifying the major customer complaints and determining which airlines received the most complaints during the studied period including the COVID-19 pandemic era. Results indicate that flight problems, refunds, baggage issues, customer service, and reservations/ticketing/boarding are the top complaints, with refunds peaking during the COVID-19 pandemic due to travel restrictions. Airlines such as Frontier, Spirit, and United consistently received higher complaints, while Alaska, Delta, and SkyWest had fewer complaints. The study underscores the importance of service quality in fostering customer satisfaction and loyalty, suggesting that airlines should focus on reducing complaints in key areas to enhance service quality. The findings provide valuable insights for both airlines and consumers, highlighting areas for improvement and aiding consumers in making informed choices. This study also emphasizes the need for comprehensive service quality measures beyond consumer complaints to assess airline performance accurately.

Relationships Between Corporate Image Perception and Service Compensation Perception: A Study on Boutique Hotels in Core Cappadocia

Businesses' primary goal in providing a service is to ensure that the service is delivered correctly. Nowadays, companies face a great deal of customer pressure and are confronted with increasingly conscious consumer expectations. Service employees facing pressure can lead to errors and shortcomings in the service delivery process. In the intensely competitive environment, businesses need to pay more attention to service recovery to differentiate themselves. The literature review suggests that customer complaints affect corporate image perception. Based on this, this study investigates the effect of corporate image perception on service recovery perception. The research is designed quantitatively and the survey technique is selected as the data collection method. Local and foreign tourists staying in boutique hotels in the Core Cappadocia were included in the study. Data was obtained from 388 tourists. The analysis results indicate that the service experiences of customers at the hotel significantly influence the corporate image. Additionally, it is emphasized that hotels should develop an effective recovery strategy and respond quickly and positively to customer complaints. This study highlights the need for hotels to improve service quality and strengthen recovery policies to increase customer satisfaction and gain a competitive advantage.

Performance Evaluation of Green Supply Chain Management in Canned Fish (Sardines) Production Unit: A Case of Indonesia

Indonesia's fishing industry, especially in East Java Province, shows great potential but also harms the environment. CV. Pasific Harvest Surabaya (CV. PHB) is a fish canning industry in Banyuwangi Regency, which is currently facing problems such as the supply of raw materials, which continues to decline; the company has not measured and planned the total consumption of energy, fuel, water and the problem of workers who have not received environmental training. Although a waste processing system is in place, the production process still carries the risk of environmental pollution. The researchers collected data through observation, interviews, literature studies, and paired comparison questionnaires. The results of the research reveal that CV. PHB manages three supply chain flows with four supply chain actors. The final performance score is 81.77, with 24 verified KPIs. The KPIs that need performance improvement are packaging time until the product is picked up by the delivery service (D4), time for handling customer complaints (R3), and environmental training for workers (E1).

Analysis of Service Quality Improvement Using Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) Methods (Case Study at PDAM Banggai Regency)

PDAM Kab.Banggai is a service company that has the aim of meeting the needs in the field of clean water must provide the best service. The purpose of this research is to analyze service quality based on customer satisfaction and find out the factors that affect service quality to get a solution to the causes of problems based on service quality. This research will use the servqual method to measure service quality with the level of perceptions and expectations of consumers in the services provided by service providers. Furthermore, the Importance Performance Analysis (IPA) method is used in measuring the level of importance and performance so that the company can find out the attributes that need to be improved and maintained in service based on a Cartesian diagram and will produce a basis for customer satisfaction. After that, the Fishbone Diagram is used to analyze the consequences by finding and describing the factors that cause the existing problems. Then given the proposed improvements and submitted PDAM to be followed up by PDAM Kab.Banggai. The results of the Service Quality analysis of the quality of service of PDAM Kab. Banggai obtained a negative Gap in the Reliability dimension at attribute B5 (-1.200), in the Responsiveness dimension obtained a negative Gap at attribute C1 (-1.140), at attribute C2 with a negative Gap (- 1.120) and in the Assurance dimension with a negative Gap (-0.560). The results of the analysis using Importance Performance Analysis obtained 4 attributes that are among the top priorities for improvement, namely the attributes contained in quadrant I. The four attributes that are the top priorities for improvement are the ease with which customers can submit complaints online to the PDAM, employees are responsive when answering complaints from customers through online media such as whatsapp, officers contact customers when they cannot fulfill the specified repair promise and the use of PDAM services Kab. Banggai is guaranteed to be safe when making payment transactions. The proposed improvements given to PDAM Kab. Banggai are Attribute D2, namely conducting a re- check before making payment bills to customers, collaborating with third parties such as banks and outlets (indomaret, alfamidi, etc.) and making payment applications directly linked to PDAM accounts so that there is no manipulation during the payment process. Attribute C2 is instilling a sense of responsibility in officers and openness to customers to contact customers as soon as possible if something happens or cannot fulfill the specified repair promise, the need to make SOPs so that they have standard provisions for contacting customers if they cannot fulfill repair promises and provide facilities to contact customers. Attribute C1, namely recruiting Customer Service and implementing a 24-hour work shift system to be available if there are complaints via messages or calls, implementing online complaint services for 24 hours to be responsive to answering customer complaints and providing social media accounts that are always updated to provide information about PDAM and responsive when there are complaints from customers online. Attribute B5, namely implementing a work shift system for officers who are available when there are complaints via messages or calls, implementing online complaint services through social media and providing media for customers to submit complaints online such as providing PDAM contact numbers that are always active 24 hours. For further research, it is hoped that it will be able to research to implement the proposed improvements provided and analyze the quality of service after implementing the proposed improvements provided by the author so that the effectiveness of the services that have been implemented can be known.

Designing Performance Management System to Increase Customer Satisfaction (Case Study at CV. Viatexindo)

Micro, Small, and Medium Enterprises (MSMEs) are crucial to Indonesia's economy, particularly in West Java, where they significantly contribute to GDP and employment. In West Java, with a population of about 49.9 million, there are over 7 million MSMEs, marking a growth of 5.83% in 2023. The Department of Cooperative and SMEs supports these businesses by managing affairs related to cooperatives, small business licenses, and development programs. The research aims to create a performance management system specifically designed for CV. Viatexindo, a textile microenterprise, in order to improve customer satisfaction through effective employee performance management. Using a combination of qualitative and quantitative approaches, the research investigates the relationship between employee performance and customer satisfaction in a microbusiness environment. The research highlights major weaknesses in company present performance management procedures through extensive analysis, which includes job analysis, the use of Management by Objectives (MBO), and feedback integration. The findings show a strong relationship between staff performance and customer complaints, emphasizing the need for a systematic performance management system. The research presents a complete methodology for incorporating customer input into performance evaluations while emphasizing continual improvement and training. The purpose is to connect staff objectives with company goals in order to decrease customer complaints and increase overall service quality. The research adds to our understanding of performance management in micro-enterprises and gives actionable information for CV. Viatexindo to adopt improvements that could lead to increased customer satisfaction and business growth.

Effects of customer inoculation on artificial intelligence service failure

Purpose This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience. Design/methodology/approach Four distinct studies were conducted: Study 1 investigated the influence of customer inoculation on complaint behavior post-AI service failure. Study 2 assessed the impact of service remedies on customer satisfaction. Study 3 explored the implications of initial purchase and usage intentions. Finally, Study 4 validated the findings using a large-scale online survey. Findings The results indicated that customer inoculation significantly increases customer complaint behavior and satisfaction with service remedies following AI service failures. They also showed that this relationship is mediated by psychological distance. Furthermore, customer inoculation positively affects initial purchase and usage intentions, demonstrating effectiveness at various customer engagement stages. Practical implications This study enriches the literature on AI hospitality service failure and recovery by introducing the novel concept of customer inoculation. Additionally, it significantly contributes to the inoculation theory literature, which covers diverse fields. Practically, this study proposes an efficient and low-cost strategy for marketers. Originality/value This study introduces the concept of customer inoculation in the context of AI service failures, a novel approach in the hospitality and tourism literature. It provides empirical evidence of the efficacy of the strategy, bridging a crucial gap in understanding customer behavior in the face of technological disruptions.

Learn from Customer Complaint Horror Stories

The best stories about water customers’ complaints and employees’ experiences in the field can also be the best tools for training laboratory staff.

A hybrid simulation approach to predicting noise in restaurants

High levels of noise are a well-known source of occupant discomfort in dining environments, and noise ranks highly among the most common customer complaints in restaurant reviews. Prior work has focused on measuring existing restaurant soundscapes and attempting to predict acoustic performance; however, current techniques are still limited in accuracy for restaurants with time-varying occupancy and complex layouts. This presentation demonstrates a novel approach to predicting ambient noise in restaurants via a hybrid simulation framework. Acoustical computations for a given restaurant space are performed in a room acoustics model, while a discrete event simulation (DES) model is used to simulate the arrival patterns of patrons and their conversational behaviors. Predictions from the room acoustics model inform the DES model, allowing for noise level predictions at each seat position. Results from the prediction model are validated against measurements in a case study restaurant. Further development of this framework may support the practical assessment of design interventions in any restaurant while also accounting for time-varying patterns of occupancy.

Impact of Employee Training Programs on Service Performance in Restaurants

Purpose: The aim of the study was to assess the impact of employee training programs on service performance in restaurants. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study indicated that trained employees are more adept at handling customer complaints and special requests, leading to a more seamless dining experience. Moreover, training fosters a sense of confidence and motivation among staff, reducing turnover rates and promoting a more consistent service quality. Effective training programs also contribute to higher operational standards, ensuring that health, safety, and hygiene regulations are meticulously followed. Consequently, restaurants that invest in comprehensive training programs for their employees often experience increased customer loyalty, positive reviews, and overall better financial performance. Implications to Theory, Practice and Policy: Human capital theory, resource-based view (RBV) and social learning theory may be used to anchor future studies on assessing impact of employee training programs on service performance in restaurants. Restaurants should adopt a culture of continuous training rather than one-time initiatives. Local governments and industry bodies should develop policies that incentivize restaurants to invest in employee training. This could include tax breaks or grants for establishments that demonstrate commitment to staff development.