Impacto de la justicia interpersonal y la experiencia previa en la recuperación del servicio tras un fallo en el sector restaurantes

Abstract

This academic article seeks to study the impact of interpersonal justice and previous experience in the recovery of service in the restaurant sector, through an experiment set in the "Chill & Chela" restaurant, which exemplifies a restaurant in the category "1 fork". This will allow companies in the category to focus service recovery actions and efforts to retain and satisfy their customers after having experienced a service failure. An exploratory investigation is carried out as a first step in order to understand the main failures in the service, the situation of use and the representative levels of interpersonal justice and previous experience, which allows designing a 2x2 experiment with 4 scenarios. Subsequently, a questionnaire is applied to determine the degree of satisfaction with the service recovery system, the perception of the seriousness of the error and the recovery expectations that the consumer has. The results obtained demonstrate the impact of previous experience and interpersonal justice on satisfaction with the service recovery process, resolution expectations, and the perception of error severity. In the same way, the binary logistic regression corroborates these results in terms of the existing level of probability of each variable.