Research: Critical Incidents – Service Failures that Matter Most (Jun.1998)

"Service-system failures generally occur in the core service which in this case involves providing guests with an acceptable meal. Incidents in this category gave rise to five subgroups: product defects (e.g food is cold, raw, soggy, contains hair); slow or unavailable service (i.e. excessive delivery time)…While service-delivery failures seem to be, on average, the most severe, the most frequently committed, and the most remembered, as well as yielding the greatest loss of customers….." 


link: Critical Incidents: Service Failures that Matter Most by Beth Chung and K. Douglass Hoffman for the Cornell Hotel and Restaurant Administration Quarterly, June 1998 (free registration required)


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