Putting the Dollar Signs on Quality: The Benefits of Service Recovery in the Hotel Industry

Research output: Contribution to journalArticle

2 Scopus citations

Abstract

There has been a multitude of research on service recovery and various facets of recovery. Some of this work relates the facets to outcome variables such as satisfaction and intent to return but no research has been found that quantifies what that impact on satisfaction or intent to return converts to in financial terms. This work presents two formulas for calculating the dollar cost/benefit of service recovery efforts. The ability to utilize these formulas can help organizations better assess service recovery initiatives.

Original languageEnglish (US)
Pages (from-to)152-163
Number of pages12
JournalJournal of Quality Assurance in Hospitality and Tourism
Volume13
Issue number2
DOIs
StatePublished - Apr 2012

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management

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