Green Kitchen Family Restaurant: Managing the New Age Customer

A. Satya Nandini and R. Ganesh Kumar

South Asian Journal of Business and Management Cases, 2019, vol. 8, issue 2, 155-166

Abstract: This case study presents a stormy incident at Green Kitchen Family Restaurant (GKFR) about a service delay. A group of customers came to the restaurant after a tiresome journey and the hunger was visible on their faces. After taking the order, the steward usually briefs the customer about the delivery time. As the steward who handled that table was a newcomer and he missed informing them the delivery time. The peak hour rush on that day was just that they had to wait for a little extra than usual. This aggravated the anger of the customer which resulted in a poor feedback and a complaint posted on Google+ about the service delay at GKFR. Now the task before the founder is, how to deal with such complaints from a tech-savvy customer and the need to understand the nature and implications of the social media network posts to devise optimal service recovery mechanisms for better customer relationship management.

Keywords: Customer feedback; customer relationship management; service recovery; social media; tech-savvy customers (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:sae:sajbmc:v:8:y:2019:i:2:p:155-166

DOI: 10.1177/2277977919833768

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