hospitality management 22 2003 395 418 service in the restaurant industry an american andirish comparison of failures and recovery strategies rd mueller a palmer b r mack mcmullan c college charleston school business economics 9 liberty street sc 29424 usa university gloucestershire park cheltenham gl50 2qf uk york belfast bt15 abstract literature on failure has to date tended focus experiences or single nation studies as large numbers rms continue seek opportunities foreign markets more effort needs be directed at assessing cross national similarities differences so that appropriate can developed this study comparestheeffectsoffailureandrecoverystrategiesintherestaurantsectoroftwocountries with very different dining traditions united states ireland analysis over 700 personal interviews customers shows there is much commonality regardto but signi cant recoveryefforts especially noteworthy however are likely expect such measures both countries overcompensation methods do not appear uence customer repeat patronage intentions nor they have rating
