A Comparative Study of Service Failure and Service Recovery Efforts between Chain and Independent Restaurants

The purpose of this study is two-folded. First, this study will identify how customers’ perceptions of service failure and service recovery efforts differ contingent upon ownership. Second, this study will explore the impact of the perceived differences on customer satisfaction and loyalty. This study combined interviews with quantitative analysis to answer whether and how the perceived service recovery efforts by restaurants are related to customers’ satisfaction and loyalty in both chain and independent restaurants