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.date.accessioned2018-01-05T12:43:23Z
dc.date.available2018-01-05T12:43:23Z
dc.date.issued2017
dc.description.abstract-translatedIn 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 confi rm a signifi cant 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 fi rm. 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 dissatisfi ed customers with the option to choose among various recovery options.en
dc.format16 s.cs
dc.format.mimetypeapplication/pdf
dc.identifier.citationE+M. Ekonomie a Management = Economics and Management. 2017, č. 4, s. 203-218.cs
dc.identifier.doi10.15240/tul/001/2017-4-014
dc.identifier.issn2336-5604 (Online)
dc.identifier.issn1212-3609 (Print)
dc.identifier.urihttp://hdl.handle.net/11025/26620
dc.language.isoenen
dc.publisherTechnická univerzita v Libercics
dc.relation.ispartofseriesE+M. Ekonomie a Management = Economics and Managementcs
dc.rights© Technická univerzita v Libercics
dc.rightsCC BY-NC 4.0cs
dc.rights.accessopenAccessen
dc.subjecthotelycs
dc.subjectzáměr zpětného odkupucs
dc.subjectsatisfakcecs
dc.subjectobnovení službycs
dc.subject.translatedhotelsen
dc.subject.translatedrepurchase intentionen
dc.subject.translatedsatisfactionen
dc.subject.translatedservice recoveryen
dc.titleThe effects of perceived satisfaction with service recovery efforts: a study in a hotel settingen
dc.typečlánekcs
dc.typearticleen
dc.type.statusPeer-revieweden
dc.type.versionpublishedVersionen

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Číslo 4 (2017)
Číslo 4 (2017)