Title: Service failure management system: evidence from the Indian hospitality industry

Authors: Vikash; Neeraj Kaushik

Addresses: Department of Business Administration, National Institute of Technology, Kurukshetra, India ' Department of Business Administration, National Institute of Technology, Kurukshetra, India

Abstract: In the service sector, failures are inevitable, no matter how prompt and best services an organisation delivers to their customers. The hospitality industry is the fastest growing industry in the world. Therefore, it is necessary to provide satisfactory services to satisfy customer's demands. Service recovery is the set of activities an organisation takes in response to a service failure. It is making things better after something has gone wrong with the consumer's experience. Services recovery focuses on avoiding service failure in organisations and building up customer relationships. The study was based on primary data, and data were collected from the hotel customers. The present study was undertaken to determine the factors that attribute to service failures in the hospitality industry. Factor analysis suggests five factors that the customers find as reasons for service failure. They are enlisted as basic amenities, procedural flaws, inefficient services, frustration, and no local knowledge. Finally, the future actions of the customer are taken into account, such as whether they return or recommend it to other people. Theoretical and managerial implications were provided in the interpretation part.

Keywords: service failure; service recovery; hospitality industry; customers; hotels.

DOI: 10.1504/IJSOM.2024.139245

International Journal of Services and Operations Management, 2024 Vol.48 No.3, pp.395 - 408

Received: 02 Nov 2021
Accepted: 09 Apr 2022
Published online: 28 Jun 2024 *

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