Towards the development of a lodging service recovery strategy

Research output: Contribution to journalArticlepeer-review

8 Scopus citations

Abstract

This article presents findings from a survey of 613 hotel guests and indicates that guests’ overall satisfaction regarding service failure and service recovery are higher when they believe that service failure is unstable and recovery is stable. Moreover, guests indicate they are more likely to return to the same hotel when they believe that service failure is unstable and recovery is stable. Finally, our results indicate that guests are actually more satisfied with their guest room when they believe that recovery is stable. Implications for managers’ strategies are discussed. [Article copies available for a fee from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: docdelivery@haworthpress.com Website: http://www.HaworthPress.com.

Original languageEnglish (US)
Pages (from-to)51-64
Number of pages14
JournalJournal of Hospitality and Leisure Marketing
Volume11
Issue number1
DOIs
StatePublished - Jan 28 2004

All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Tourism, Leisure and Hospitality Management
  • Marketing

Fingerprint Dive into the research topics of 'Towards the development of a lodging service recovery strategy'. Together they form a unique fingerprint.

Cite this