Philippine E-Journals

FROM POOR TO EXCELLENT: INVESTIGATING SERVICE RECOVERY STRATEGIES

Abigail Louise S.M Barzaga | Eugene B. Vigil | Ar-jay C. Tengco | Josefina G. San Miguel

Discipline: Hotel and Restaurant Management

 

Abstract:

Using the mixed explanatory design, the study determined the categories of service failure of Crisostomo’s  Restaurant  in  Alabang Town    Center  based  on  Reid  and Bojanic’s (2010) categories. It also determined the most commonly used and the most considered effective service recovery strategies in influencing customers’ willingness to return based on Ibok, Victoria and Agu’s (2012) categories. Eleven respondents from back of the house and fourteen from front of the house including the manager underwent a survey. Four key informant interviews were held.