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Articles (22)

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1-10 of 22 results for restaurant service recovery

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Select article: Service Failure Recovery Efforts in Restaurant Dining: The Role of Criticality of Service Consumption

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Research article

First published 1996-5

Service Failure Recovery Efforts in Restaurant Dining: The Role of Criticality of Service Consumption

D.S. Sundaram, Claudia Jurowski, Cynthia Webster

Journal of Hospitality & Tourism Research

Select article: Value recovery with customer dissatisfaction: A study of restaurant services in Pakistan

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First published 2011-7

Value recovery with customer dissatisfaction: A study of restaurant services in Pakistan

Sohail Kamran, Madiha Attiq

Tourism and Hospitality Research

Select article: Why Service Recovery Fails? Examining the Roles of Restaurant Type and Failure Severity in Double Deviation With Justice Theory

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Research article

First published 2022-5

Why Service Recovery Fails? Examining the Roles of Restaurant Type and Failure Severity in Double Deviation With Justice Theory

Suiwen (Sharon) Zou, Steven J. Migacz

Cornell Hospitality Quarterly

Select article: An Examination of Factors Affecting Service Recovery in a Restaurant Setting

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First published 1999-08

An Examination of Factors Affecting Service Recovery in a Restaurant Setting

Anna S. Mattila

Journal of Hospitality & Tourism Research

Select article: A Look at the Relationship between Service Failures,Guest Satisfaction,and Repeat-Patronage Intentions of Casual Dining Guests

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First published 2011-11

A Look at the Relationship between Service Failures,Guest Satisfaction,and Repeat-Patronage Intentions of Casual Dining Guests

Alex Susskind, Anthony Viccari

Cornell Hospitality Quarterly

Select article: The Long-Term Impact of Service Failure and Recovery

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First published 2018-11

The Long-Term Impact of Service Failure and Recovery

Tim Norvell, Piyush Kumar, Mayukh Dass

Cornell Hospitality Quarterly

Select article: Hospitality Recovery Strategies: Customer Preference versus Firm Use

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Research article

First published 1999-02

Hospitality Recovery Strategies: Customer Preference versus Firm Use

K. Douglas Hoffman, Beth G. Chung

Journal of Hospitality & Tourism Research

Select article: Guest Service Management and Processes in Restaurants: What We Have Learned in Fifty Years

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First published 2010-11

Guest Service Management and Processes in Restaurants: What We Have Learned in Fifty Years

Alex M. Susskind

Cornell Hospitality Quarterly

Select article: Mastering the digital dialogue: How restaurant managers tackle positive and negative eWOM in the UAE restaurant industry

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Research article

First published 2025

Mastering the digital dialogue: How restaurant managers tackle positive and negative eWOM in the UAE restaurant industry

Vahideh Baradaran-Rafiee, Munyaradzi W Nyadzayo, Boštjan Gomišček

Tourism and Hospitality Research

Select article: Don’t Shoot the Cook: Perceptions of Food Servers and Restaurants as a Function of Blaming Coworkers and Customers for Service Failures

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Research article

First published 2025-8

Don’t Shoot the Cook: Perceptions of Food Servers and Restaurants as a Function of Blaming Coworkers and Customers for Service Failures

John S. Seiter, Harry Weger

Management Communication Quarterly

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