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Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry

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  • Shu-Mei Tseng

    (Department of Hospitality Management, I-Shou University, Kaohsiung 84001, Taiwan)

  • Sam Yee Yong

    (Department of Hospitality Management, I-Shou University, Kaohsiung 84001, Taiwan)

Abstract

This study integrates Expectation–Confirmation Theory (ECT) and the existing literature on service failure to propose a novel service gaps model. This model categorizes service gaps into three dimensions: Gap 1—the service delivery system gap; Gap 2—the customer needs and requests gap; and Gap 3—the unprompted and unsolicited service behaviors gap. This study examines the effects of these service gaps and recovery satisfaction on repurchase intention, as well as the moderating role of service recovery in the relationship between recovery satisfaction and repurchase intention. Based on the findings, this study offers practical recommendations to address service gaps, enhance recovery satisfaction, and ultimately improve customers’ repurchase intentions in the restaurant industry.

Suggested Citation

  • Shu-Mei Tseng & Sam Yee Yong, 2025. "Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry," Tourism and Hospitality, MDPI, vol. 6(3), pages 1-18, August.
    • Handle: RePEc:gam:jtourh:v:6:y:2025:i:3:p:147-:d:1715045
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    References listed on IDEAS

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    1. Vikas Gautam, 2011. "Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry," International Review of Management and Marketing, Econjournals, vol. 1(4), pages 74-85.
    2. Harrison-Walker, L. Jean, 2019. "The critical role of customer forgiveness in successful service recovery," Journal of Business Research, Elsevier, vol. 95(C), pages 376-391.
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