Recovering from other-customer-caused failure: the effect on focal customer complaining

McQuilken, Lisa, Robertson, Nichola and Polonsky, Michael 2017, Recovering from other-customer-caused failure: the effect on focal customer complaining, Journal of hospitality marketing and management, vol. 26, no. 1, pp. 83-104, doi: 10.1080/19368623.2016.1171189.

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Title Recovering from other-customer-caused failure: the effect on focal customer complaining
Author(s) McQuilken, LisaORCID iD for McQuilken, Lisa
Robertson, NicholaORCID iD for Robertson, Nichola
Polonsky, MichaelORCID iD for Polonsky, Michael
Journal name Journal of hospitality marketing and management
Volume number 26
Issue number 1
Start page 83
End page 104
Total pages 22
Publisher Taylor & Francis
Place of publication London, Eng.
Publication date 2017
ISSN 1936-8623
Keyword(s) fine-dining restaurant
other-customer-caused failure
service-worker effort
wait comfort
Summary In the high-contact restaurant context, customers frequently “overstay,” which negatively influences focal customers waiting for tables. We examine service recovery of this failure, otherwise termed an other-customer-caused failure (OCCF) by restaurants, and its influence on focal customer complaint intentions to the organization, namely vent and voice. OCCFs are commonplace and can have a damaging effect on service organizations, and thus need to be managed; yet empirical examination of their recovery is scarce. We address this by testing the effect of the recovery actions of wait comfort, service-worker effort, and apology on focal customers’ vent and voice complaint intentions. We found that these recovery actions interact complexly. Wait comfort is obligatory in reducing customer complaints, while effort and apology are substitutable when a comfortable wait is provided. This is an important contribution, as wait comfort has not previously been examined as a recovery action.
Language eng
DOI 10.1080/19368623.2016.1171189
Field of Research 1504 Commercial Services
1505 Marketing
1506 Tourism
Socio Economic Objective 909999 Commercial Services and Tourism not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2016, Taylor & Francis
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Document type: Journal Article
Collections: Faculty of Business and Law
Department of Marketing
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