Coping with service failure and recovery in restaurant: does being religious matter?

Rashid, Muhammad Hafiz Abd; Hamzah, Muhammad Iskandar; Mansor, Aida Azlina; Ali, Syukrina Alini Mat

doi:10.1080/15378020.2021.1948311

Cited by 1 publication

(1 citation statement)

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“…Sengupta et al (2015) describe service failures as unpreventable; therefore, they continue to trouble management and affect firm performance. Service failures can destroy a firm's relationship with its existing service providers or suppliers, leading to negative word-of-mouth communication that may lead to disloyalty (Kitapci et al , 2014; Abd Rashid et al , 2021). Service recovery focuses on managing bad customer relationships, which entails service providers addressing service failures.…”

Section: Introductionmentioning

confidence: 99%

Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

Amoako

Caesar

Dzogbenuku

et al. 2021

JHTI

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PurposeThis paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains.Design/methodology/approachIn total, 500 randomly sampled KFC restaurant customers were surveyed using a quantitative research design. The partial least square technique was used for data analysis.FindingsThis paper shows that service quality and recovery directly impact customers' repurchase intention. The results further showed that a positive and significant connection exists between customer satisfaction and repurchase intentions.Practical implicationsThe study recommends that KFC utilizes service quality dimensions to meet their customers' expectations and elicit repurchase intentions necessary to remain competitive in the fast-food industry.Originality/valueThis paper highlights the impact of service quality in developing loyal customers in the fast-food sector. It offers managers insight into understanding the factors positively impacting repurchase intentions and the nexus between service recovery performance and repurchase intentions from an emerging market perspective.

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Section: Introductionmentioning

confidence: 99%