An investigation of service failures : fast food operations in Alexandria city

Abstract EN

This study is an attempt to identify the major service failures that fast-food operations face and eventually which incidents can play an important role in customer retention.

This study reported a noticeable significant finding regarding all the service failures categories as perceived by Citizen customers rather than domestic tourists.

This issue indicated that domestic tourists less concerned with the service failures or even service quality ,most properly domestic tourists are enjoying a short time period journey where they are spending much time in recreational activities ,that's why,their dining out experience is just a small part of a then: Overall recreational one.

Egyptian fast food operations managers can benefit from a deeper understanding of those issues related to the service failures in their operations as perceived by thek customers and to what extent those failures affect the customer patronage.

This study is considered a primary stride in understanding the situation of service failures in Egyptian fast food operations.