Operational Latency as a Strategic Liability: Service Delivery Failures, Customer Attrition, and the Case for Process Innovation in Full-Service Dining Establishments
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https://doi.org/10.65166/as485767关键词:
Service delivery latency, waiting time management, customer satisfaction and retention, service process innovation, multi-unit restaurant operations, service failure and recovery, strategic service management摘要
Chronic service delivery latency in full-service dining establishments represents a pervasive and strategically consequential management problem that has received insufficient treatment in the scholarly literature as a phenomenon distinct from episodic service delay. This paper examines chronic operational slowness — defined as a persistent, multi-location pattern of excessive customer waiting times unaccompanied by adequate organizational communication or recovery — as a compound strategic liability whose costs accumulate across perceptual, behavioral, relational, and competitive dimensions simultaneously. Drawing on a thematically structured review of peer-reviewed literature spanning five domains — service quality and waiting time perception, customer satisfaction and behavioral intentions, operational process design and service throughput management, service failure and recovery strategies, and strategic innovation in service operations — the paper develops an analytically grounded conceptual framework organized around four interrelated propositions. The framework establishes that chronic latency generates compounding experiential deficits that progressively erode customer tolerance and accelerate behavioral defection; that its strategic damage is materially amplified by communicative failure during periods of delay; that its consistent replication across multiple branches of the same organization signals systemic architectural dysfunction rather than localized operational variance; and that durable resolution requires strategic innovation — encompassing process architecture redesign, human capital strategy integration, and communicative infrastructure development — rather than operational adjustment alone. The paper contributes to the literature by reconceptualizing chronic service latency as a strategic management problem, by explicitly addressing its multi-unit organizational dimension, and by offering a conceptual framework applicable to scholars and practitioners engaged with service throughput as a competitive variable. Recommendations for diagnostic practice, process innovation, performance governance, and future empirical research are provided.
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