Are Customers Always Right? Road To Recovery

• Main Authors: CHIANG, YU-CHING, 江鈺菁
• Other Authors: YANG, KAI-FU
• Format: Others
• Language: en_US
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/r49x57

碩士 === 朝陽科技大學 === 應用英語系 === 107 === Due to the changing of social structure in Taiwan, Taiwanese are dining out more and more. It not only results in rapid blooming in the food and drink industry but also forming a battle field for a wide variety of restaurants.Trying to survive in this fierce service industry jungle in Taiwan, restaurants are doing whatever they can to polish their brand image, and try hard to come up with better service for their customers in order to secure their customer repurchase intention, and even provide proper service recovery after a service failure to strengthen their customer satisfaction and to arouse their loyalty. The purpose of the study is to explore the relationship among restaurant service recovery, customer satisfaction, and customer loyalty. An Importance-Performance Analysis (IPA) approach is also employed to enhance the literature on restaurant service management.