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Service quality is prerequisite of the costumer satisfaction. However, preventing service failures in food and beverage enterprises are quite challenging. Therefore, effective recovery strategies have a significiant importance for ensuring the cosumer satisfaction. The aim of this study is to reveal the typically encountered service failure and recovery strategies in the food and beverage enterprises. Besides, other aims of this study encompasses determining whether any difference occurs between different food and beverage enterprise types for service failure types, detecting the perceived impacts of the recovery strategies and sorting them according to their efficiency level, presenting the relation between the perceived impact level of recovery strategy categories and recovery satisfaction tendency of the costumers. To achieve all these aims, an experimental study based on a questionnarie was conducted on 564 participants who encountered a service failure in their lifespan. The quantitative data were analysed via SPSS 21.0. In conclusion, hygiene related service failure was determined as the most encountered service failure. On the other hand, touristic restaurants are determined to host different kind of service failure in comparison to the other kind of food and beverage enterprises. As to recovery strategies, no recovery strategy and low affective recovery strategies are determined as the most executed recovery strategies. Lastly, a significiant relationship was detected between the perceived impact level of recovery strategy categories and recovery satisfaction tendency. Probable causes of a failure and reaction type given after a service failure was mentioned as an another aspect of this study in the course of this study.

YİYECEK-İÇECEK İŞLETMELERİNDE HİZMET HATALARI, TELAFİ YÖNTEMLERİ VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ (GAZİANTEP ÖRNEĞİ)