This study employed a 3 x 2 full-factorial, between-subjects design experiment examining the influence of service guarantee compensation and fix on hotel guests’ satisfaction following invocation of a service guarantee. The study involved a sample of 390 online panel members. As expected, satisfaction is enhanced when the problem is corrected, however overcompensating guests beyond what was initially promised does not enhance satisfaction evaluations. Increasing compensation from the low to the medium (promised) level results in stronger satisfaction ratings when the problem is fixed versus when it is not.<br /
The purpose of this study was to examine the types of service recovery strategies and service recove...
One of the main issues in the hotel sector, particularly in the four-and five-star hotel in Malaysia...
Delivering fair recovery following a service failure is crucial for a firm for restoring customer sa...
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influen...
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influen...
Unconditional service guarantees are a popular marketing tool in the hotel industry worldwide. They ...
Aim: When service failures occur, companies must use service recovery actions to recover customer sa...
Purpose The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction...
When service failures occur, hotels adopt various strategies to compensate guests in order to mainta...
In the service industry, the importance of achieving the satisfaction of all involved agents is wide...
Service guarantees have been argued to have many roles in managing services, for instance signal ser...
Purpose – This study examines the relationship between service guarantee and service quality in fou...
Purpose Previous research suggests that the compensation offered to customers after a service failur...
This research examines the impact of attributions regarding service failure and recovery on the rela...
This study investigates the influence of justice (procedural, interactional and distributive) on mea...
The purpose of this study was to examine the types of service recovery strategies and service recove...
One of the main issues in the hotel sector, particularly in the four-and five-star hotel in Malaysia...
Delivering fair recovery following a service failure is crucial for a firm for restoring customer sa...
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influen...
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influen...
Unconditional service guarantees are a popular marketing tool in the hotel industry worldwide. They ...
Aim: When service failures occur, companies must use service recovery actions to recover customer sa...
Purpose The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction...
When service failures occur, hotels adopt various strategies to compensate guests in order to mainta...
In the service industry, the importance of achieving the satisfaction of all involved agents is wide...
Service guarantees have been argued to have many roles in managing services, for instance signal ser...
Purpose – This study examines the relationship between service guarantee and service quality in fou...
Purpose Previous research suggests that the compensation offered to customers after a service failur...
This research examines the impact of attributions regarding service failure and recovery on the rela...
This study investigates the influence of justice (procedural, interactional and distributive) on mea...
The purpose of this study was to examine the types of service recovery strategies and service recove...
One of the main issues in the hotel sector, particularly in the four-and five-star hotel in Malaysia...
Delivering fair recovery following a service failure is crucial for a firm for restoring customer sa...