Service recovery strategy of bartender in Davao City

Abstract

The main objective of the study was to determine the service recovery strategy of bartender in Davao City. This study employed quantitative research especially explanatory factor analysis. There were 100 respondents in the study. The results of study highlighted five factors after using explanatory factor analysis. The five service recovery strategies of the bartenders are the following: Immediate Service and Communication; Flexible and Informative; Courtesy and Immediate Apology; Empathetic Services; Complements or Disregard. There were educational-based differences in the service recovery strategies of bartenders in terms of courtesy and immediate apology. Further, there were no age, sex and educational-based difference in the service recovery strategies of bartender in the rest factor. The result of the study further implies that employing industry based service recovery strategies may help the bartenders or management to improve their service quality and achieve excellent customer relationship. Keywords: Service, recovery, strategy, bartender