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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| Format: | Article |
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Taylor and Francis
2017
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| Online Access: | http://eprints.intimal.edu.my/684/ |
| _version_ | 1848766539308728320 |
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| 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 |
| building | INTI Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T11:52:45Z |
| format | Article |
| id | intimal-684 |
| institution | INTI International University |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:52:45Z |
| publishDate | 2017 |
| publisher | Taylor and Francis |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 |
| 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 |
| title | 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_short | 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 |
| topic | HD28 Management. Industrial Management |
| url | http://eprints.intimal.edu.my/684/ http://eprints.intimal.edu.my/684/ http://eprints.intimal.edu.my/684/ |