Restaurant Industry Customer Complaint And Service Recovery Research

As the improvement of people's living standard, the frequency of people eating outside increases gradually. While the restaurant industry is thriving,the deficiencies of the quality of service management begin to expose .The overall level of the catering business service is not high enough. Therefore, when the employees provide service for the customers,it is prone to do something wrong, which will lead to unsatisfication and complaints from customers. If enterprises want to retain their regular customers and grab new consumers, they must take good measures to remedy the service failure. In case to prevent the service failures, we must understand which service failures are paid most attention and which remedies are most desired to the customers.Based on the related literature review,we carried out the questionnaire survey about customer complaints and service failure including:the most complained service failure,the response of the customer after their experience, what their most desired remedy is, and what their response is after the failure being remedied.On the basis of the survey data,the author finds five most valued customer complaints. They are rude service,uncleanness,poor quality of food and beverage,slow service and incorrect bills. If customers experienced service failures during dining, they will complain to the restaurant manager and then tell their friends and family about the unsatisfactory products or retailer; their favorite remedies are:apology,followed by the value equivalent remedy and overvalued remedy; Almost half of the interviewee will express their satisfactory and pass good reputation, and 60% of them will maintain or increase dining in the same restaurant.Through the conclusions above, the author proposes some suggestions to prevent and remedy the service failure for the restaurant employer: improve the restaurant'quality of the hardware and the software--equipment and service, establish the complaints management system and conduct customer satisfaction-degree survey.