Through the examination of 11 intact interuniversity research project teams, this study examines the relationship between team leaders, team members, their communication networks (represented as structural holes), and performance. The study shows that in the conduct of their work, the team leaders bridged more structural holes than team members. Although team leaders demonstrated a higher level of out-of-alliance performance, they did not demonstrate higher levels of individual performance on their teams (compared with team members). Furthermore, we examined the relationship between structural holes and both individual team member performance and overall team performance. Contrary to our expectations, bridging structural holes were not significantly related to individual team member performance but were negatively and significantly related to overall team performance, the effect of which came mainly from team members' effective size.
Service recovery is essential to maintaining guest satisfaction in the event of a service failure. However, restaurateurs must approach service recovery in the appropriate context, because guests give differential consideration to different types of problems. Without doubt, a restaurant’s failure to serve food correctly is viewed as the most serious type of failure, and a food problem coupled with a servicet failure makes matters even worse. However, service failures by themselves are soon forgiven if the recovery is properly handled. Oddly, the least important type of failure, that of atmosphere (e.g., design, noise level), is most likely to cause a guest never to return, even if the restaurant makes a proper recovery. This study of more than eight hundred restaurant patrons found a positive and significant association between guests’ reported satisfaction with the outcome of their complaint and their repeat patronage intentions. The study’s findings highlight the importance of adequately resolving guests’ complaints with the goal of increasing the possibility that the guest will return to a restaurant after a service (or food) failure.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.