Exploring the Impacts of Service Gaps and Recovery Satisfaction on Repurchase Intention: The Moderating Role of Service Recovery in the Restaurant Industry

Shu-Mei Tseng () and Sam Yee Yong
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Shu-Mei Tseng: Department of Hospitality Management, I-Shou University, Kaohsiung 84001, Taiwan
Sam Yee Yong: Department of Hospitality Management, I-Shou University, Kaohsiung 84001, Taiwan

Tourism and Hospitality, 2025, vol. 6, issue 3, 1-18

Abstract: This study integrates Expectation–Confirmation Theory (ECT) and the existing literature on service failure to propose a novel service gaps model. This model categorizes service gaps into three dimensions: Gap 1—the service delivery system gap; Gap 2—the customer needs and requests gap; and Gap 3—the unprompted and unsolicited service behaviors gap. This study examines the effects of these service gaps and recovery satisfaction on repurchase intention, as well as the moderating role of service recovery in the relationship between recovery satisfaction and repurchase intention. Based on the findings, this study offers practical recommendations to address service gaps, enhance recovery satisfaction, and ultimately improve customers’ repurchase intentions in the restaurant industry.

Keywords: service gaps; service recovery; recovery satisfaction; repurchase intention; restaurant industry (search for similar items in EconPapers)
JEL-codes: Z3 Z30 Z31 Z32 Z33 Z38 (search for similar items in EconPapers)
Date: 2025
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