The effects of perceived satisfaction with service recovery efforts: a study in a hotel setting

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dc.contributor.authorDíaz, Estrella
dc.contributor.authorGómez, Mar
dc.contributor.authorMartín-Consuegra, David
dc.contributor.authorMolina, Arturo
dc.contributor.otherEkonomická fakultacs
dc.date.accessioned2017-12-20
dc.date.available2017-12-20
dc.date.issued2017-12-20
dc.description.abstractIn the service industry, the importance of achieving the satisfaction of all involved agents is widely recognized. It is important to note that within the service sector, the hospitality sector involves a high degree of personal contact between hotel staff and customers, during which various misunderstandings can result in service failures. Therefore, instruments that enable learning about and solving problems emerging from customers now serve as one of the most important elements of the hospitality industry. In this context, the objective of answering the call for more studies investigating the effectiveness of recovery efforts and discovering their effects to perceived customer satisfaction, following a service recovery process, and customer behavior outcomes towards a hotel which had dropped the ball but later offered a solution. A structural equation model using a sample of 274 valid questionnaires, obtained from hotel establishment customers who had experienced failed service provisions and who had shown their discontent with these services, was used to examine these issues. The results confirm a significant and positive effect between the analyzed relations and also reinforce the importance of recovery efforts on satisfaction in service recovery and also determine the impact of that perceived satisfaction on behavioral outcomes of the affected consumers. Additionally, the empirical results show that communication and explanation are the dimensions of importance to consumers when they report a service failure to a service firm. Based on these results, this study recommends designing recovery process in such a way to get maximum advantage of this phenomenon. Therefore, organizations should offer dissatisfied customers with the option to choose among various recovery options.en
dc.formattext
dc.format.extent16 stran
dc.identifier.doi10.15240/tul/001/2017-4-014
dc.identifier.eissn2336-5600
dc.identifier.issn1212-3608
dc.identifier.urihttps://dspace.tul.cz/handle/15240/21388
dc.language.isoen
dc.publisherTechnical university of Liberec, Czech Republicen
dc.publisherTechnická Univerzita v Libercics
dc.publisher.abbreviationTUL
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dc.relation.ispartofEkonomie a Managementcs
dc.relation.ispartofEconomics and Managementen
dc.relation.isrefereedtrue
dc.rightsCC BY-NC
dc.subjecthotelsen
dc.subjectrepurchase intentionen
dc.subjectsatisfactionen
dc.subjectservice recoveryen
dc.subjectword-of-mouthen
dc.subject.classificationM31
dc.subject.classificationL83
dc.titleThe effects of perceived satisfaction with service recovery efforts: a study in a hotel settingen
dc.typeArticleen
local.accessopen
local.citation.epage218
local.citation.spage203
local.facultyFaculty of Economics
local.fulltextyes
local.relation.abbreviationE+Mcs
local.relation.abbreviationE&Men
local.relation.issue4
local.relation.volume20
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