Analysis reveals service gaps affect repurchase intention in the restaurant industry, suggesting recovery satisfaction plays a crucial role.
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.
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Tseng et al. (2025) studied this question.
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