Overbooking and customer reactions in tourism: Evidence from restaurants

Abstract

This study explores the practice of overbooking in restaurants and its impact on customer reactions, drawing on insights from interviews with 15 participants. The research aims to understand the nuances of these customer experiences and the challenges restaurant staff face in managing overbooked situations. Through qualitative interviews, participants shared their experiences and perceptions, highlighting a range of emotional and practical difficulties. Participant opinions revealed transparency and effective communication are crucial in mitigating negative reactions. The findings suggest that while overbooking can financially benefit restaurants, maintaining customer satisfaction and loyalty necessitates a delicate balance. The study provides for restaurant managers, emphasizing customer relationship management's importance in accurately predicting and managing reservation flows.