Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry
Abstract
1. Introduction
2. Conceptual Development and Research Hypotheses
2.1. Conceptual Development
2.1.1. Service Failure
2.1.2. Service Recovery
2.1.3. Recovery Satisfaction and Repurchase Intention
2.1.4. Expectation–Confirmation Theory (ECT)
2.2. Research Hypotheses
3. Methodology
3.1. Research Design
3.2. Data Collection and Sampling
3.3. Reliability and Validity
3.4. Common Method Bias (CMB)
4. Data Analysis and Results
5. Discussion and Conclusions
5.1. Theoretical Implications
5.2. Practical Implications
- To minimize the service delivery system gap (Gap 1): Restaurants can implement standardized operating procedures and ensure their consistent execution across all service staff. This includes comprehensive onboarding and continuous training on service protocols, food delivery timeliness, hygiene standards, and order accuracy.
- To reduce the customer needs and requests gap (Gap 2): A more personalized and customer-centric approach is essential. Staff may be trained to actively listen, clarify special requirements, and communicate clearly with guests regarding preferences such as food allergies, portion sizes, or seating needs.
- To bridge the unprompted and unsolicited service behavior gap (Gap 3): Employees can be empowered to take initiative and offer proactive hospitality without prompting. This includes checking on customer satisfaction during the meal, offering refills, or providing service recovery gestures when issues arise.
5.3. Limitations and Future Research
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
References
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Constructs | Items | |
---|---|---|
Bitner et al. (1990); Bitner et al. (1994); Kuo et al. (2011); | ||
Service gaps | Gap 1—the service delivery system gap |
|
Gap 2—the customer needs and requests gap |
| |
Gap 3—the unprompted and unsolicited service behaviors gap |
| |
Ding and Lii (2016); Ha and Jang (2009); Ozkan-Tektas and Basgoze (2017); Smith et al. (1999) | ||
Service recovery |
| |
Chang et al. (2012); Chen et al. (2018); Ding and Lii (2016); | ||
Recovery satisfaction |
| |
Ding and Lii (2016); Hsu et al. (2014); Pee et al. (2018) | ||
Repurchase intention |
|
Percentage of Respondents | Percentage of Respondents | ||||
---|---|---|---|---|---|
Gender | Male | 41.4 | Occupation | Student | 2.3 |
Female | 58.6 | Government sector | 9.3 | ||
Age | ≤20 years old | 0.8 | Service industry | 33.4 | |
21–30 years old | 18.9 | Manufacturing industry | 33.7 | ||
31–40 years old | 47.7 | Financial industry | 7.9 | ||
41–50 years old | 25.8 | High-tech industry | 9.0 | ||
≥51 years old | 6.8 | Other | 4.4 | ||
Education Level | High school and below | 11.5 | The average number of meals eaten out in a week | ≤5 times | 58.9 |
College | 16.7 | 6–10 times | 27.9 | ||
University | 61.1 | 11–15 times | 6.8 | ||
Master’s degree and above | 10.7 | ≥16 times | 6.4 | ||
Marital Status | Single | 45.7 | |||
Married | 54.0 | ||||
Other | 0.3 |
Constructs | Items | Factor Loadings | Item-to-Total Correlation | Cronbach’s α | |
---|---|---|---|---|---|
Service gap | Gap 1—the service delivery system gap | SDS1 | 0.865 | 0.438 | 0.870 |
SDS2 | 0.723 | 0.438 | |||
Gap 2—the customer needs and requests gap | CNR1 | 0.821 | 0.651 | ||
CNR2 | 0.832 | 0.611 | |||
CNR4 | 0.751 | 0.633 | |||
Gap 3—the unprompted and unsolicited service behaviors gap | UPS1 | 0.813 | 0.777 | ||
UPS2 | 0.719 | 0.697 | |||
UPS3 | 0.870 | 0.802 | |||
UPS4 | 0.851 | 0.778 | |||
Service recovery | SR2 | 0.874 | 0.834 | 0.957 | |
SR3 | 0.858 | 0.813 | |||
SR4 | 0.889 | 0.852 | |||
SR5 | 0.868 | 0.825 | |||
SR6 | 0.868 | 0.825 | |||
SR7 | 0.896 | 0.860 | |||
SR8 | 0.886 | 0.847 | |||
SR9 | 0.875 | 0.834 | |||
Recovery satisfaction | RS1 | 0.873 | 0.897 | 0.948 | |
RS2 | 0.862 | 0.881 | |||
RS3 | 0.879 | 0.897 | |||
Repurchase intention | RI1 | 0.852 | 0.896 | 0.959 | |
RI2 | 0.896 | 0.928 | |||
RI3 | 0.889 | 0.917 |
β | Beta | t | Sig. | R2 | Adj. R2 | ΔR2 | ΔF | Sig. ΔF | ||
---|---|---|---|---|---|---|---|---|---|---|
Step 1 | Constant | 1.221 | 3.513 | 0.001 | 0.036 | 0.028 | 0.036 | 4.503 | 0.004 ** | |
Gender | −0.249 | −0.123 | −2.375 | 0.018 * | ||||||
Ages | −0.166 | −0.141 | −2.656 | 0.008 ** | ||||||
Education levels | −0.109 | −0.088 | −1.660 | 0.098 | ||||||
Step 2 | Constant | 0.387 | 1.664 | 0.097 | 0.598 | 0.589 | 0.562 | 99.598 | 0.000 *** | |
Gender | −0.093 | −0.046 | −1.326 | 0.186 | ||||||
Ages | −0.093 | −0.079 | −2.275 | 0.023 * | ||||||
Education levels | 0.021 | 0.017 | 0.484 | 0.629 | ||||||
Gap 1 | −0.116 | −0.116 | −2.837 | 0.005 ** | ||||||
Gap 2 | −0.091 | −0.091 | −2.289 | 0.023 * | ||||||
Gap 3 | −0.163 | −0.163 | −3.564 | 0.000 *** | ||||||
Service recovery | 0.348 | 0.348 | 4.094 | 0.000 *** | ||||||
Recovery satisfaction | 0.376 | 0.376 | 4.430 | 0.000 *** | ||||||
Step 3 | Constant | 0.208 | 0.910 | 0.364 | 0.623 | 0.613 | 0.025 | 23.424 | 0.000 *** | |
Gender | −0.073 | −0.036 | −1.074 | 0.283 | ||||||
Ages | −0.089 | −0.076 | −2.248 | 0.025 * | ||||||
Education levels | 0.022 | 0.018 | 0.519 | 0.604 | ||||||
Gap 1 | −0.170 | −0.170 | −4.127 | 0.000 *** | ||||||
Gap 2 | −0.090 | −0.090 | −2.353 | 0.019 * | ||||||
Gap 3 | −0.190 | −0.190 | −4.239 | 0.000 *** | ||||||
Service recovery | 0.335 | 0.335 | 4.061 | 0.000 *** | ||||||
Recovery satisfaction | 0.416 | 0.416 | 5.031 | 0.000 *** | ||||||
Service recovery X Recovery satisfaction | 0.146 | 0.168 | 4.840 | 0.000 *** |
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Tseng, S.-M.; Yong, S.Y. Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry. Tour. Hosp. 2025, 6, 147. https://doi.org/10.3390/tourhosp6030147
Tseng S-M, Yong SY. Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry. Tourism and Hospitality. 2025; 6(3):147. https://doi.org/10.3390/tourhosp6030147
Chicago/Turabian StyleTseng, Shu-Mei, and Sam Yee Yong. 2025. "Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry" Tourism and Hospitality 6, no. 3: 147. https://doi.org/10.3390/tourhosp6030147
APA StyleTseng, S.-M., & Yong, S. Y. (2025). Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry. Tourism and Hospitality, 6(3), 147. https://doi.org/10.3390/tourhosp6030147