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Service failure, recovery and improvement: the case of a Chinese restaurant

Author

Listed:
  • Zheng Cao
  • David Robb
  • Qiang Lu

Abstract

When service organisations experience situations of service failure, they respond with a service recovery effort, attempting to convert a disgruntled customer into a satisfied one and increase the likelihood of repurchase. An effective service recovery system has become a competitive advantage to most service organisations. However, many service organisations have failed to exploit the opportunities for process improvement afforded by service recovery. Exploiting a case study methodology with multiple perspectives and data sources in a typical Chinese restaurant, this paper provides a more holistic view of service recovery. We demonstrate that opportunity costs affect service provision and that customer input should be obtained for process improvements. We provide a framework illustrating a systematic approach to process improvement.

Suggested Citation

  • Zheng Cao & David Robb & Qiang Lu, 2008. "Service failure, recovery and improvement: the case of a Chinese restaurant," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 4(2), pages 218-242.
    • Handle: RePEc:ids:ijsoma:v:4:y:2008:i:2:p:218-242
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    Cited by:

    1. Watson, Stevie, 2012. "Consumer responses to service situations: Tests for main and interaction effects," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 287-296.

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