International Journal of Business and Economics Volume 16, No. 2 September, 2017

BurgerBarn Blunder

Amy Gibb

University of Waikato, New Zealand

Abstract

A customer waits to be served by distracted staff members at an Auckland *BurgerBarn. Eventually the customer receives the food, only to find the wrong order has been given. Frustrated and running out of time, the customer returns the food to the manager and waits in line again to be served the right food, receiving a brief apology from the manager.

Keywords：brand loyalty, evoked set, damage control, word of mouth marketing, price sensitivity.

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