Most of us have one favorite restaurant because we have established a good relationship with the attendants or maybe due to good services offered.
But what makes you go back to that restaurant that gets you wrong order and sometimes serves you on dirty dishes?
Professor Vassilis Dalakas of Cal State University says it’s all about a phenomenon called “prediction error”
Dalakas told Munchen website that the process of getting your food is separate from the quality of food offered.
Service can be bad but that only cannot deter the customer from coming back as the quality of food can be satisfactory.
“Customers may tolerate bad service from a food vendor if they feel the food provided is truly great,” said Dalakas.
Professor Matt Johnson of Hult International Business School agreed by saying a positive experience be it good service or food can always outweigh a negative experience.
"Experiences which exceed our expectations lead to an increase in dopamine,” said Johnson
That means if a restaurant provides terrible service but has good food; it's most likely you are going to return for more such service.
Once people find what they like, even if it's mediocre, they will stick to it.