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 ...
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