When service failures occur, hotels adopt various strategies to compensate guests in order to maintain their satisfaction. This study examines the effectiveness of different post-failure compensation strategies in scenarios presenting various loci of causality. The results indicate that across all scenarios, strategies combining monetary and nonmonetary compensation result in higher customer satisfaction than those which offer one or the other. In addition, nonmonetary compensation results in higher satisfaction than monetary redress when the service failure has been caused by the hotel. The study also identified a partial mediation of the interaction effect of service failure causality and compensation type on customer satisfaction by thre...
Few, if any, organisations can deliver 'zero defects' service to customers. Themanagement of both co...
Purpose – This study examines the relationship between service guarantee and service quality in fou...
The purpose of this study was to analyze the effect of service recovery variables consisting of dist...
Unconditional service guarantees are a popular marketing tool in the hotel industry worldwide. They ...
This study employed a 3 x 2 full-factorial, between-subjects design experiment examining the influen...
This study investigates the influence of justice (procedural, interactional and distributive) on mea...
Aim: When service failures occur, companies must use service recovery actions to recover customer sa...
This research examines the impact of attributions regarding service failure and recovery on the rela...
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influen...
This study seeks to explore the current understanding of the nature of failure in relation to an ind...
This study seeks to explore the current understanding of the nature of failure in relation to an ind...
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influen...
This article examines how compensation type and failure type explain the recovery effect of compensa...
Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery require...
Purpose - When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance beha...
Few, if any, organisations can deliver 'zero defects' service to customers. Themanagement of both co...
Purpose – This study examines the relationship between service guarantee and service quality in fou...
The purpose of this study was to analyze the effect of service recovery variables consisting of dist...
Unconditional service guarantees are a popular marketing tool in the hotel industry worldwide. They ...
This study employed a 3 x 2 full-factorial, between-subjects design experiment examining the influen...
This study investigates the influence of justice (procedural, interactional and distributive) on mea...
Aim: When service failures occur, companies must use service recovery actions to recover customer sa...
This research examines the impact of attributions regarding service failure and recovery on the rela...
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influen...
This study seeks to explore the current understanding of the nature of failure in relation to an ind...
This study seeks to explore the current understanding of the nature of failure in relation to an ind...
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influen...
This article examines how compensation type and failure type explain the recovery effect of compensa...
Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery require...
Purpose - When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance beha...
Few, if any, organisations can deliver 'zero defects' service to customers. Themanagement of both co...
Purpose – This study examines the relationship between service guarantee and service quality in fou...
The purpose of this study was to analyze the effect of service recovery variables consisting of dist...