A Picture Is Worth a Thousand Words: A Content Analysis of Consumer Complaints, Remedies, and Repatronage Intentions Regarding Dissatisfying Service Experiences

Building on a research examining customers' complaints about service experiences, this study examined restaurant consumers' episode specific reactions to service failures. In the first stage of this work, restaurant patrons were asked to describe a recent service experience where they complained about some element of the service they received. From these statements, a coding scheme was developed to classify the consumers' qualitative descriptions of the service episodes where they experienced a service failure and remedy.

Provided by: Cornell University Topic: Software Date Added: Jun 2001 Format: PDF

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