Assessing service failure recovery strategies and its impacts upon service quality offered: management perspective in local Fast food restaurants

Badran, Nabeel Aly Ahmad; Abdela&#039;tty, Magdy Abdel Aleem

doi:10.21608/jaauth.2016.53962

Assessing service failure recovery strategies and its impacts upon service quality offered: management perspective in local Fast food restaurants

Document Type : Original Article

Authors

Faculty of Tourism and Hotels, Fayoum University

10.21608/jaauth.2016.53962

Abstract

The aim of this research paper is to assess the service failure recovery strategies adopted by local fast food restaurant in Egypt and recommend specific strategies that restaurant's managers and customers agreed on. A questionnaire form was used to collect data from two categories of respondents; the first category comprised local fast food restaurants' managers and servers. Ten local fast food chains were surveyed as a comprehensive sample (149 restaurants). A total of 123 successful responses were achieved with a response rate of 82.55%. The second category comprised local fast food restaurants' customers to assess their beliefs about the same variables that managers had earlier reported on. A total of 171 successful responses were achieved out of 250 with a response rate of 68.4%. The findings indicate the importance of service recovery that facilitates transforming behavioral intentions into actual behavior.

Keywords