This study aims to explore whether or not Recovery Speed and Relationship Marketing are relate to customer satisfaction if some service failure occur. The interviewees are selected by random convenience sampling through internet and paper questionnaires, who have visited dining restaurants where relationship marketing are implemented and some service failure occurs. Customers’ satisfaction is assessed if they have experienced service failures and the restaurants’ remedial strategies. The data collected are then analyzed by SPSS, AMOS and other statistical tools to test the hypotheses. This study has revealed that service recovery strategies and customers’ satisfaction are correlated positively with statistical significance; the higher the awareness of Relationship Marketing, the more satisfactory they are with the remedial strategies. It also shows that customer satisfaction with the service recovery is higher when there is a quick response to the service failure. Finally, the findings above are further elaborated in order to offer practical suggestions to restaurants with the hope of enhancing their performances.
