Customer retention: A theoretical perspective of service failure and service recovery in the hotel industry
نویسندگان
چکیده
منابع مشابه
Impact of Customer Service Practices on Customer Satisfaction and Retention
In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...
متن کاملthe effect of service failure and service recovery strategies on customer behavioral
service failure can put companies out of business if attention is not paid to this problem. the purposes of this study were to investigate the explanatory relationships between hotel guests’ perceptions of (a) service failure; (b) service recovery strategies in each service failure situation and behavioral intentions. this study explained the components of service recovery strategies used when ...
متن کاملResearch on Hotel Service Design from perspective of customer
This paper tries to place the notion of hospitalities service design with concern of service design theory. Then it accesses the hotel service design factors on customers satisfaction under the condition on different levels of service demands by means of experimental approach(N=120), in which display three categories service demands(must-be quality, one-dimension quality and attractive quality)...
متن کاملEffects of Service Recovery on Customer Satisfaction and Relationship Retention in Catering Industry
The raise of consumer awareness in modern competitive catering markets presents that the discontented customers are likely to express the discontentment through word of mouth. Consumers would directly or indirectly express when the quality of the service process does not conform to the expectation. Service recovery therefore cannot be avoided and neglected in catering industry, and it relates t...
متن کاملService Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam
The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 432 guests of 33 three-star hotels in Vietnam in 2013. Analysis results indicate that Reliability, Re...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Acta Commercii
سال: 2006
ISSN: 1684-1999,2413-1903
DOI: 10.4102/ac.v6i1.106