Most restaurateurs agree that resolving guests’ complaints on the spot is a great way to hit a grand slam by making a patron a faithful regular, or at the very least encouraging a repeat visit.But new research from the Center for Hospitality Research at Cornell University suggests that many disgruntled patrons are saving their complaints for later, making it harder for operators to rectify perceived wrongs.In “Complaint Communication: How Complaint Severity and Service Recovery Influence ...

Register to view this article

It’s free but we need to know a little about you to continually improve our content.

Why Register?

Registering allows you to unlock a portion of our premium online content. You can access more in-depth stories and analysis, as well as news not found on any other website or any other media outlet. You also get free eNewsletters, blogs, real-time polls, archives and more.


Attention Print Subscribers:  While you have already been granted free access to NRN we ask that you register now. We promise it will only take a few minutes!

Questions about your account or how to access content? 

Contact: Desiree Torres 

Already registered? here.