Service Failure och Service Recovery inom snabbmatskedja branschen

Sammanfattning: Title: Service Failure och Service Recovery inom snabbmatskedja branschenLevel: Bachelor’s degreeFörfattare: Sami Sami & Aya BelkhairSupervisor: Peter EkDate: 2022 - JuneAim: The purpose of the study is to explore the methods that leaders and employees in the fast-food industry apply to create a Service Recovery (SR).Method: Qualitative study based on a deductive research approach, the interpretation of the result has been in accordance with a thematic analysis method. The empirical data has been collected with the help of semi-structured interviews that have taken place on site.Result and conclusion: The study has proven that the methods used for Service Recovery in the fast-food industry differ in details from the ordinary restaurant industry. Customers have more options in the form of offerings and easier access to the restaurant, which leads to their complaints being compensated more effectively. Contribution of the thesis: The attention of new Service Failure in the fast-food industry that did not occur in previous studies.Suggestion for future research: Investigate why different restaurants within the same franchise have varying SRs and guidelines.Keywords: Service Recovery, Service Failure, Interpersonal Failure, Core Failure, Processual Failure, Brand Credibility, Justice Theory