The impact of the social penetration theory on service recovery satisfaction in a restaurant setting

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dc.contributor Shin, Yeon Ho
dc.contributor Lewis, Melvin
dc.contributor.advisor Chen, Hsiangting
dc.contributor.advisor Severt, Kimberly
dc.contributor.author Brendlinger, Bethany Margaret
dc.date.accessioned 2019-08-01T14:23:58Z
dc.date.available 2019-08-01T14:23:58Z
dc.date.issued 2019
dc.identifier.other u0015_0000001_0003311
dc.identifier.other Brendlinger_alatus_0004M_13793
dc.identifier.uri http://ir.ua.edu/handle/123456789/6124
dc.description Electronic Thesis or Dissertation
dc.description.abstract The highly sociable nature of a restaurant is governed by successful customer communication. Effective communication with customers can not only promote customer satisfaction, but can also elicit relationships with customers, bringing them back into the restaurant. This study investigates the drivers of a long-lasting, reliable relationship between servers and customers, and how a customer’s prior experience influences customer satisfaction. The study focuses on maintaining customer satisfaction in the event of a service failure. Specifically, the purpose of this study is to investigate the impact of server disclosure on customer disclosure, as well as the impact of prior experience on customer disclosure. Also, the study investigates the influence of server disclosure on customer satisfaction of service recovery, and the influence of prior experience on customer satisfaction of service recovery. A questionnaire was used to collect data for the full study. The questionnaire was developed in Qualtrics, an online survey website, and was distributed through Amazon Mechanical Turk (MTurk), an online survey distribution database. The questionnaire was developed using validated measurement items to test each of the constructs of the study: server disclosure, prior experience, customer disclosure-willingness of providing feedback, customer disclosure-willingness of providing personal feelings, and customer satisfaction of service recovery. The questionnaire was used to collect data which was interpreted using MANOVA. The results indicated a significant relationship among all variables. The strongest influence of customer satisfaction of service recovery was server disclosure. Minimal research has applied the Social Penetration Theory to a restaurant setting to evaluate relationships with customers. Few studies have examined the way server disclosure and customer disclosure effect the relationship between front-line employees and customers in a restaurant setting. There is also little research existing in the literature which examines the way the relationship built by server disclosure and customer disclosure effects the outcomes of service recovery. Furthermore, to the best of our knowledge, no research exists which examines the roles of server disclosure, customer disclosure, and customer satisfaction of service recovery, based on the difference between first-time and repeat restaurant customers. Keywords: Social Penetration Theory, Server disclosure, Customer disclosure, Prior Experience, Satisfaction of Service Recovery
dc.format.extent 83 p.
dc.format.medium electronic
dc.format.mimetype application/pdf
dc.language English
dc.language.iso en_US
dc.publisher University of Alabama Libraries
dc.relation.ispartof The University of Alabama Electronic Theses and Dissertations
dc.relation.ispartof The University of Alabama Libraries Digital Collections
dc.relation.hasversion born digital
dc.rights All rights reserved by the author unless otherwise indicated.
dc.subject.other Environmental science
dc.title The impact of the social penetration theory on service recovery satisfaction in a restaurant setting
dc.type thesis
dc.type text
etdms.degree.department University of Alabama. College of Human Environmental Sciences
etdms.degree.discipline Human Environmental Sciences, General
etdms.degree.grantor The University of Alabama
etdms.degree.level master's
etdms.degree.name M.S.


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