RESTORECOV: A study on service recovery dimensions in fast-food restaurants in Metro Manila

• Main Authors: Ang, Kyle Matthew D., Bolaños, Jullianne Alberta L., See, Bryan David L., Zhuang, Shi Long H.
• Format: text
• Language: English
• Published: Animo Repository 2023
• Subjects: Restaurants—Customer services; Restaurants—Quality control; Service industries—Quality control; Operations Research, Systems Engineering and Industrial Engineering
• Online Access: https://animorepository.dlsu.edu.ph/etdb_induseng/19; https://animorepository.dlsu.edu.ph/context/etdb_induseng/article/1028/viewcontent/RESTORECOV__A_study_on_service_recovery_dimensions_in_fast_food_r_Redacted.pdf
• Institution: De La Salle University

The fast-food industry is characterized as a service and people-oriented, high-growth industry, providing sufficient justification for research to be conducted in this field. Related literature emphasizes the consequential threats posed by service failures, as well as the evidence on the benefits of...