![Sample our Tourism, Hospitality and Events journals, sign in here to start your FREE access for 14 days]({"type":"image" , "src" : "/sda/5950/TOC-Subject-Sample-2021-Tourism-Hospitality-Events.jpg"})
Abstract
The objective of this study was to examine whether the restaurants sampled utilised effective recovery strategies when facing service failures. Furthermore, a programme of a ‘road to well-managed service recovery’ is developed to make recommendations for improving successful recovery in the restaurant industry. The service incident approach was used to identify service failures and efficient recovery strategies. On the other hand, a questionnaire, entitled ‘a road to well-managed recovery from service failure’ was designed to establish a successful recovery programme from managers' responses. The outcome of the research shows that the ten restaurant managers involved in the study claimed to deeply understand the importance of service recovery after service failures. Moreover, the researcher strongly recommends that restaurants need to develop their own critical incidents and follow the standard recovery procedure to amend failure when it occurs.