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001-es BibID:	BIBFORM098787
Első szerző:	Premordia, Inda
Cím:	Dear customer, thank you for your review: the service failure-recovery dyadic interactions in the restaurant industry / Inda Premordia, Timea Gál
Dátum:	2021
ISSN:	2146-4405
Megjegyzések:	The advent of Web 2.0 has encouraged restaurant customers to post online reviews, and oftentimes, not in favor of the company. When a service failure occurs, the customer may voice their complaints publicly online. The company, on the other hand, has the opportunity to respond to these complaints and use it as a part of their service recovery strategy. While some companies are responding to negative reviews, only a few have the knowledge on how to do it effectively. Built on perceived justice framework: distributive, procedural, interactional; and service failure severity type: outcome-process, major-minor, present study intends to understand different resolution styles adopted by the company to varying types of customer complaint. The findings outline: (1) the vast majority of the company exhibits only a low level of responsiveness to complaints; (2) the most severe complaints deal with psychological loss, physical loss and major incidents lead to frustration; (3) however, different strategies depending upon service failure severity are yet to be implemented by the company; (4) while components in interactional justice are mostly performed, rude responses are also frequently applied. Further elaboration of the findings and insights for marketing practice are discussed in the text.
Tárgyszavak:	Társadalomtudományok Közgazdaságtudományok idegen nyelvű folyóiratközlemény külföldi lapban folyóiratcikk Service recovery Service failure severity Online customer reviews Restaurant industry
Megjelenés:	International Review of Management and Marketing. - 11 : 3 (2021), p. 49-57. -
További szerzők:	Gál Tímea (1985-) (gazdasági agrármérnök)
Internet cím:	Szerző által megadott URL DOI Intézményi repozitóriumban (DEA) tárolt változat
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