Purpose – This study aimed to focus on developing a career competency model by examining the relationships among career competencies and career success from a career development viewpoint. Design/methodology/approach – This study adopted questionnaire survey to collect data from a sample of...

This study utilised the critical incident technique to study service failure and recovery strategies in chain restaurants. A total of 431 incidents were collected and classified. The analytical results identified the most common categories as being service failure and recovery strategy. It also...