Purpose – This study aims to investigate customer preferences towards loyalty reward programs in the restaurant industry. Willingness to join such programs and expected benefits are also examined. Design/methodology/approach – Focus group interviews followed by a survey methodology were used...

Purpose – The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. The suggested conceptual framework intends to broaden the thinking on consumers' complaint handling...

Purpose The luxury segment of the hospitality industry has experienced substantial growth in the past decade. Unfortunately, the notion of perceived luxury values has received scant attention, and there is a lack of valid framework to capture consumers’ value perceptions in the context of...

Purpose – Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While...

Purpose – Customer feedback can help to identify problem areas and strengths, and generate ideas for service improvements. Most feedback is given to frontline employees directly rather than submitted through formal channels. UZnfortunately, employees tend to be reluctant to report such...

Purpose – In today's competitive marketplace, companies are devoting an increasing amount of time and money to establishing themselves as socially responsible, in an effort to appeal to the value system of their target customers (Sen and Bhattacharya). In the current study, the paper focuses...

In today’s hyper‐competitive business environment, repeat customers are vital for success. Service failures, however, have the potential to destroy customer loyalty. In this study, we wanted to examine how two situational factors, the service type and magnitude of failure, moderate customer...

There is a growing interest in understanding how consumer preferences and choices vary with experience in a product/service category. Previous research provides support for a conceptual distinction between self‐assessed or subjective knowledge and objective knowledge. Yet relatively little is...

Despite its managerial importance, channel choice has received scant attention in scholarly research. To close that gap, this paper incorporated channel choice into Day and Landon's taxonomy of consumer responses to dissatisfaction. A study using a 4 (channel choice: two interactive channels of...

Purpose – The paper proposes introducing a new antecedent to service recovery – that is customers' choice over some components of the service delivery process. The authors also examined the interactive effects of tangible compensation and apology on perceived fairness in a context of...