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Complaint Management

Journal of Restaurant & Foodservice MarketingPublished 1 January 1996
Ching‐Hsu Huang, Ken Smith
DOI10.1300/j061v01n03_08
Source URL
Citations5

Abstract

Proper complaint handling can lead to increased customer satisfaction. This study dealt with explanations and compensation regarding a complaint situation in a restaurant. The results showed that customers really do not care who explains the reason for the unsatisfactory service or who offers compensation, as long as they receive both.

Keywords

Social SciencesDecision SciencesBusiness, Management and Accounting