Effects of Service Recovery on Customer Satisfaction and Relationship Retention in Catering Industry
Bibliographic Data
| ID | 12321661 |
|---|---|
| Authors | Ting-Yu Chueh (National Taichung University of Science and Technology, corresponding author), Jeng-Hwan Wang (Department of Food and Beverage Management, Mackay Junior College of Medicine, Nursing and Management , No.92, Shengjing Rd., Beitou Dist., Taipei City 112, Taiwan, R.O.C.), Hsin-Hsing Liao (Department of Hospitality Management, Taoyuan Innovation Institute of Technology No. 414 , Sec. 3, Jhongshan E. Rd., Jhongli City, Taoyuan Country 32091, Taiwan, R.O.C.) |
| Year | 2014 |
| Volume | 17 |
| Issue | 3 |
| Pages | 857-863 |
| Publication date | 2014-05-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | The Anthropologist (JOURNAL) |
| Journal identifiers | ISSN: 0972-0073 • E-ISSN: 2456-6802 |
| Publisher | Kamla Raj Enterprises (PUBLISHER) |
| DOI | 10.1080/09720073.2014.11891500 |
| OpenAlex | W2182585456 |
| Language | EN |
| References cited | 3 |
The raise of consumer awareness in modern competitive catering markets presents that the discontented customers are likely to express the discontentment through word of mouth. Consumers would directly or indirectly express when the quality of the service process does not conform to the expectation. Service recovery therefore cannot be avoided and neglected in catering industry, and it relates to the service performance and the customer retention. It was found in the past research that, when there was a service failure, the perceived justice of customers towards the service recovery policies of an enterprise could enhance the customer satisfaction and promote the reliability towards the catering enterprise so that they would be willing to retain the transactional relationship. For this reason, this study would like to discuss the relations between service recovery and relationship retention and explore the mediating effects of customer satisfaction. The customers of Noble Family in northern Taiwan, as the research samples, are distributed 500 copies of questionnaires. Total 267 valid copies were retrieved, with the retrieval rate 53%. The research findings are concluded as - 1. Service recovery presents significant correlations with customer satisfaction. 2. Customer satisfaction shows remarkable correlations with relationship retention. 3. Service recovery reveals notable correlations with relationship retention. 4. Customer satisfaction appears partial mediating effects on the correlations between service recovery and relationship retention
Business · Customer delight · Customer retention · Customer satisfaction · Service (business · Service quality · Service Recovery · Word of mouth · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Technology Adoption and User Behaviour · Marketing
| Highly cited | No |
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