Service failures that cause customer dissatisfaction and service recovery strategies in food and beverage businesses
Öz
The aim of this study is to descriptively determine the service failures that cause customer dissatisfaction in food and beverage businesses and the applied service recovery strategies. Within the scope of the study, data were collected from employees working in various positions in restaurants located in tourism centers in different regions of Turkey, with a semi-structured interview form consisting of 15 questions between the 19th August and 24th August 2022. As a result of the research, it was determined that service failures were mostly experienced in food taste, service speed and price. In response to service failures, employees have implemented service recovery strategies such as apologizing, voiding the check or invoice, offering free food or drinks, and offering to make a new order. This study contributes to the identification and understanding of service failures encountered in food and beverage businesses and the service recovery strategies applied. Additionally, in the study, employees emphasized the importance of issues such as effective communication and training in reducing or completely eliminating customer dissatisfaction.
Anahtar Kelimeler
service failure, service recovery strategies, costumer dissatiffaction, food and bevarage businesses
Etik Beyan
For the interview method used in this study, permission was obtained from Mustafa Kemal University Ethics Committee with the decision numbered 28 in its meeting dated 18/08/2022 and numbered 2022/09. In case of a contrary situation, TO&RE Journal has no responsibility and all responsibility belongs to the author (s) of the study.
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