Tracking service failures and employee recovery efforts

Abstract

Demonstrates a method for examining service failures and recovery strategies in service industries and provides a typology of service failures and recoveries in the restaurant industry. Based on 373 critical incidents collected from restaurant customers, uses the critical incident technique (CIT) to identify 11 unique failure types and eight different recovery strategies. Additional data regarding the magnitude of the service failure, the service recovery rating, the lapsed time since the failure/recovery incident, and customer retention rates were also collected. Presents this information along with managerial and research implications.

Citation

Hoffman, K.D., Kelley, S.W. and Rotalsky, H.M. (1995), "Tracking service failures and employee recovery efforts", Journal of Services Marketing, Vol. 9 No. 2, pp. 49-61. https://doi.org/10.1108/08876049510086017