Joint effect of service recovery types and times on customer satisfaction in lodging

被引：18
|
作者：
Jin, Dan [1 ]
Nicely, Annmarie [2 ]
Fan, Alei [3 ]
Adler, Howard [4 ]
机构：
[1] Univ South Carolina, Sch Hotel Restaurant & Tourism Management, Coll Hospitality Retail & Sport Management, Carolina Coliseum Room 1018A, Columbia, SC 29208 USA
[2] Purdue Univ, Sch Hospitality & Tourism Management, 239 Marriott Hall,900 W State St, W Lafayette, IN 47907 USA
[3] Purdue Univ, Sch Hospitality & Tourism Management, 243 Marriott Hall,900 W State St, W Lafayette, IN 47907 USA
[4] Purdue Univ, Sch Hospitality & Tourism Management, 261 Marriott Hall,900 W State St, W Lafayette, IN 47907 USA
来源：
JOURNAL OF HOSPITALITY AND TOURISM MANAGEMENT | 2019年 / 38卷
关键词：
Service recovery; Service recovery strategy; Service recovery time; Customer satisfaction; CRUISE LINE CONTEXT; PERCEIVED JUSTICE; DOMINANT LOGIC; PARTICIPATION; BEHAVIOR; FAILURE; TECHNOLOGY; INTENTIONS; CREATION; QUALITY;
D O I：
10.1016/j.jhtm.2019.01.005
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
To determine whether hotels use the right service recovery strategy at the right time, how service recovery time affects completion of the service recovery life cycle, and customer satisfaction, this study examined types of service recovery strategies and service recovery times on customer satisfaction. Using a 3 (service recovery strategies) x2 (service recovery times) experimental design, the study draws upon a scenario-based online survey of 495 participants. The study's most notable findings were the interaction effect of joint service recovery in 30 min had the greatest positive effect on hotel guests' satisfaction, and the main effect of shorter service recovery times (30 min) had a greater positive effect on hotel guests' satisfaction levels than longer service recovery times (2 h) across the three service recovery strategies. Further implications and recommendations for future study were also discussed.
引用
收藏
页码：149 / 158
页数：10
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