Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sec...

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Main Authors:	Cheng, Boon Liat, Shaheen, Mansori, Gan, Chin Chuan, Imrie, Brian C.
Format:	Article
Published:	Taylor and Francis 2017
Subjects:	HD28 Management. Industrial Management
Online Access:	http://eprints.intimal.edu.my/684/ http://eprints.intimal.edu.my/684/ http://eprints.intimal.edu.my/684/

id	intimal-684
recordtype	eprints
spelling	intimal-6842017-02-17T03:36:59Z http://eprints.intimal.edu.my/684/ Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty Cheng, Boon Liat Shaheen, Mansori Gan, Chin Chuan Imrie, Brian C. HD28 Management. Industrial Management As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sector. The quality of services provided is undoubtedly crucial to the success of the hotel. Hence, any service failure has to be addressed appropriately in order to maintain a high level of customer satisfaction and to keep the image of the hotel intact. It is therefore vital that service recovery programs are carefully planned to meet various types of service failures which may inevitably occur. In this study, questionnaires were distributed to customers who had experienced service failures. The aim was to investigate the influence of service quality and service recovery on satisfaction and, ultimately, the effect on customer loyalty. The research also tested the mediating effect of corporate image between the relationship of customer satisfaction and customer loyalty. The findings showed that both service recovery and service quality had a significant impact on customer satisfaction. Similarly, it was found that customer satisfaction induced customer loyalty towards the hotel operator. The result also showed that corporate image mediated partially between the relationship of customer satisfaction and customer loyalty. Taylor and Francis 2017 Article PeerReviewed Cheng, Boon Liat and Shaheen, Mansori and Gan, Chin Chuan and Imrie, Brian C. (2017) Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty. Journal of Global Marketing, 30 (1). pp. 42-51. ISSN 1528-6975 http://dx.doi.org/10.1080/08911762.2016.1262932 http://dx.doi.org/10.1080/08911762.2016.1262932
repository_type	Digital Repository
institution_category	Local University
institution	INTI International University
building	INTI Institutional Repository
collection	Online Access
topic	HD28 Management. Industrial Management
spellingShingle	HD28 Management. Industrial Management Cheng, Boon Liat Shaheen, Mansori Gan, Chin Chuan Imrie, Brian C. Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty
description	As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sector. The quality of services provided is undoubtedly crucial to the success of the hotel. Hence, any service failure has to be addressed appropriately in order to maintain a high level of customer satisfaction and to keep the image of the hotel intact. It is therefore vital that service recovery programs are carefully planned to meet various types of service failures which may inevitably occur. In this study, questionnaires were distributed to customers who had experienced service failures. The aim was to investigate the influence of service quality and service recovery on satisfaction and, ultimately, the effect on customer loyalty. The research also tested the mediating effect of corporate image between the relationship of customer satisfaction and customer loyalty. The findings showed that both service recovery and service quality had a significant impact on customer satisfaction. Similarly, it was found that customer satisfaction induced customer loyalty towards the hotel operator. The result also showed that corporate image mediated partially between the relationship of customer satisfaction and customer loyalty.
format	Article
author	Cheng, Boon Liat Shaheen, Mansori Gan, Chin Chuan Imrie, Brian C.
author_facet	Cheng, Boon Liat Shaheen, Mansori Gan, Chin Chuan Imrie, Brian C.
author_sort	Cheng, Boon Liat
title	Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty
title_short	Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty
title_full	Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty
title_fullStr	Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty
title_full_unstemmed	Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty
title_sort	hotel service recovery and service quality: influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty
publisher	Taylor and Francis
publishDate	2017
url	http://eprints.intimal.edu.my/684/ http://eprints.intimal.edu.my/684/ http://eprints.intimal.edu.my/684/
first_indexed	2018-09-05T09:11:04Z
last_indexed	2018-09-05T09:11:04Z
_version_	1610758136792088576

Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

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