Thematische Bibliographien / Service recovery hotel industry

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Auswahl der wissenschaftlichen Literatur zum Thema „Service recovery hotel industry“

Autor: Grafiati

Veröffentlicht am 25. Juni 2021

Zuletzt aktualisiert am 17. Februar 2022

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Zeitschriftenartikel zum Thema "Service recovery hotel industry"

Cheng, Boon Liat, Chin Chuan Gan, Brian C. Imrie und Shaheen Mansori. „Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry“. International Journal of Quality and Service Sciences 11, Nr. 2 (12.06.2019): 187–203. http://dx.doi.org/10.1108/ijqss-09-2017-0081.

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Purpose The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach A self-administered questionnaire was distributed to 500 respondents who had the experiences of staying in the hotels in Malaysia. The structural equation modelling technique was used to study the relationship between the model and the developed hypotheses. Findings The findings revealed that service recovery dimensions are significantly related to customer satisfaction and have a positive relationship between customer satisfaction and customer loyalty. Practical implications As the main sector in the hospitality business, hotels play a vital role in the tourism industry. Therefore, the developments in tourism and hotels go hand in hand, as they are mutually dependent on each other. With significant yearly developments in the tourism industry and at a constant rate, hotel operators should reconsider their business strategies to achieve customer loyalty and sustain their businesses. In view of that, the findings of this study not only benchmarks better hotel services but also provides an improved understanding of service recovery that will effectively aid hotel operators in handling service failures; otherwise, customer dissatisfaction may occur if poor service recovery strategies are implemented. Originality/value The intense competition in the service industry has driven companies to place extra attention on service recovery so as to ensure continuous success. With a yearly significant development in the tourism industry at a constant rate, hotel providers (one of the major beneficiaries) are driven to reconsider their business strategies to achieve customer loyalty and sustain their business.

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Tsao, Wen-Chin. „Star power: the effect of star rating on service recovery in the hotel industry“. International Journal of Contemporary Hospitality Management 30, Nr. 2 (12.02.2018): 1092–111. http://dx.doi.org/10.1108/ijchm-05-2016-0247.

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Purpose This study investigated distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) in the recovery of service in the hotel industry as well as their effects on post-recovery satisfaction and the subsequent behavior of customers. This study also sought to elucidate the moderating effects of star ratings on these influences. Design/methodology/approach A field experiment design with 424 consumers using structural equation modeling was adopted to test the study hypotheses. Findings DJ, PJ and IJ were all shown to have a significantly positive effect on post-recovery satisfaction, which in turn has a significantly positive effect on customer loyalty and significantly negative effect on customer defection. Analysis on the moderating effects of star ratings also revealed that the relationship between DJ and post-recovery satisfaction during recovery efforts is stronger for hotels with higher star ratings than for hotels with lower star ratings. During recovery, post-recovery satisfaction was shown to be more effective in reducing customer defection from hotels with lower star ratings than from hotels with higher star ratings. Practical implications This study provides a reference by which hotels can match their service recovery mechanism to their star rating to retain customers and increase customer loyalty in the event of service failure. Originality/value This study confirms the importance of IJ in the service recovery processes in the hotel industry and provides verification that the star rating of a hotel plays a crucial role as a moderator between recovery effort and recovery effectiveness.

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Sobin, Oleksii. „Definition of the main ways of recovery of the hospitality industry“. Technology audit and production reserves 3, Nr. 4(59) (01.07.2021): 18–21. http://dx.doi.org/10.15587/2706-5448.2021.235925.

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The object of research in this work was the tourism industry. The main emphasis was placed on hotel enterprises, which suffered heavy losses during the knockdown period, as well as in the post-clown period. The conditions of the pandemic lockdown have prompted economic agents to restructure in accordance with the new communication and operational rules. The sphere of hotel services, the main purpose of which is the organization of recreation, has suffered the most from quarantine, because it was completely banned. Therefore, small hotels could not recover, they closed. Subsequently, the government was allowed not to close the domestic hotel industry, but to continue to operate subject to specially developed temporary recommendations for the operation of hotels. These recommendations relate to hotel reservations, accommodation and meals for tourists in rooms, hotel disinfection conditions and room disruption before and after guest accommodation, hotel staff working conditions, and the like. The creation of hybrid hotels or combo hotels and concept hostels as integration forms of enterprises in the hospitality industry has been proposed as one of the possible ways out of the hospitality enterprises. The study used an empirical method of research. By comparing different periods it was possible to draw conclusions about the financial losses of the hotel industry. Due to the analysis of the issue, changes in the organization of hotels, working conditions of the hotel industry, which occurred due to the introduction of quarantine, were investigated and revealed. The article examines the problems and difficulties of the hotel industry in a pandemic. Mitigation of quarantine has helped to revitalize activities, but it is legitimate within the protocols and regulations of local and state authorities to prevent the spread of viral infections. Therefore, the management of economic entities introduces compliance control for compliance and compliance with the rules, another name for compliance control – «compliance risk management». This function is assigned to special employees or even entire divisions of the company. Large enterprises introduce a department or service responsible for compliance. The research results obtained can be useful in studying issues related to man-made disasters, environmental disasters and their impact on the tourism industry.

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Tsao, Wen-Chin, Yu-Shan Lin, Yu-Chen Liu, Qi-Xin Chen und Shu-Fen Li. „How Can Service Failures Be Recovered? Start with Star Ratings, Personnel Rank, and Failure Severity“. International Business Research 13, Nr. 7 (04.06.2020): 56. http://dx.doi.org/10.5539/ibr.v13n7p56.

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In recent years, companies have had to continuously pursue higher service quality and maintain customer satisfaction because of rising consumer awareness. Due to the special industry attributes of the service industry, it is particularly important for the service industry to recover service failures. The purpose of this study is to explore how to propose the solutions from the constructs of hotel star ratings, service staff ranks, and service failure severity. Eight scenarios were constructed by experimental design, which were performed on the network platform to collect data. A total of 320 subjects participated in this study. The results of this study show that hotel star rating and service staff rank can affect post-recovery satisfaction. In addition, the three variables of hotel star rating, service staff ranking, and service failure severity will affect corporate image. Finally, this study has also verified that better post-recovery satisfaction will help improve corporate image. Managerial implications for the marketing managers of the hotel industry and directions for future research are also discussed.  

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Lewis, Barbara R., und Pamela McCann. „Service failure and recovery: evidence from the hotel industry“. International Journal of Contemporary Hospitality Management 16, Nr. 1 (Januar 2004): 6–17. http://dx.doi.org/10.1108/09596110410516516.

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Ho, Victor. „Achieving service recovery through responding to negative online reviews“. Discourse & Communication 11, Nr. 1 (22.01.2017): 31–50. http://dx.doi.org/10.1177/1750481316683292.

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The beginning of the 21st century witnesses a trend for business and leisure travelers to make accommodation decisions by referring to online reviews of hotel accommodation services and the hotel management’s responses to such reviews. The responses, termed review response genre in this study, have since attracted considerable research attention. The purpose of this article is twofold. First, it aims to identify the moves present in the review response genre; second, it aims to explore how the hotel management attempts to achieve service recovery with the moves of the genre. A total of three obligatory moves are identified: Acknowledging Problem, Expressing Feeling and Thanking Reviewer. The findings will have significant implications for the hospitality and wider service industry practitioners responsible for handling negative online reviews.

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Nino Ositashvili, Nino Ositashvili, und Nana Nadareishvili Nana Nadareishvili. „The Role of Benchmarking in Hotel Management Improvement“. Economics 104, Nr. 3-5 (22.06.2021): 166–75. http://dx.doi.org/10.36962/104/3-5/202101166.

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Hospitality is the most sensitive business in the world. Any small change in the country has an immediate impact on this industry. However, it should also be noted that this area also has the ability to recover quickly (coming out of various crises). The world practice of successful hotel operation has shown that the presence of benchmarking companies in developed countries has brought good results to various enterprises. Since the hotel industry in Georgia is not yet developed to a level that meets international standards, it would be a good idea to create the regional hotel associations, to invite experts who provide benchmarking with their consulting activities and services. This means that the high-ranking experts will be invited to select the most important indicators for the analysis. Creating a service standard framework will help the hotel industry to improve the quality of a service. Why is the knowledge of benchmarking tools important for hotels? Using benchmarking tools helps: 1. Investors to determine a range of investment in the construction of a hotel based on the tariffs and occupancy in the market. What will the hotel room cost based on the investment and how long will it take to get the investment back? 2. Revenue management increase revenue; the best example of this is the benchmarking operations provided by the hotel chain Ritz Carton. 3. Hotels to have more satisfied customers. This means if the hotel rating is higher than that of other hotels, more customers are attracted. 4. To increase the qualification of hotel staff and to increase their motivation. This will improve the quality of the work done by them. 5. To save money on experiments; By using the best experience and offering your own option, the hotel will raise its awareness and increase its popularity. Keywords: Benchmarking, Competition, Management, Hotel Services, Hospitality.

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Levy, Stuart E., Wenjing Duan und Soyoung Boo. „An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market“. Cornell Hospitality Quarterly 54, Nr. 1 (18.12.2012): 49–63. http://dx.doi.org/10.1177/1938965512464513.

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The hotel industry continues to develop strategies for addressing consumer-generated online reviews, and particularly responding to poor reviews, which can have a damaging effect on a hotel’s reputation. To gain a greater understanding of the dynamics of poor reviews, this study analyzed 1,946 one-star reviews from ten popular online review websites, as well as 225 management responses from eighty-six Washington, D.C., hotels. A comprehensive complaint framework found that the most common complaints related to front desk staff, bathroom issues, room cleanliness, and guestroom noise issues. Complaints were also analyzed by hotel characteristics, including chain-scale segments, and reviewer characteristics, including purpose of travel and geographic location. Examining the reviews, highly rated hotels often respond to online complaints with appreciation, apologies, and explanations for what had gone wrong. Compensation adjustments are rarely mentioned by any hotel. The increasingly prominent role of social media necessitates that hotels use online reviews for market research and service recovery opportunities, regardless of whether they respond publicly.

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Aguilar-Rojas, Oscar, Carmina Fandos-Herrera und Carlos Flavián-Blanco. „What may lead you to recommend and revisit a hotel after a service failure instead of complaining?“ International Journal of Contemporary Hospitality Management 27, Nr. 2 (16.03.2015): 214–35. http://dx.doi.org/10.1108/ijchm-06-2013-0265.

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Purpose – The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain to a third party. The authors analyse perceived interpersonal justice, the role played by past encounters and the influence of consumer gender in a hotel recovery process. Design/methodology/approach – Using experimentation methodology applied to the hotel sector, the authors present four scenarios in a 2 × 2 (interpersonal justice/no interpersonal justice, prior experience/no prior experience) design with a sample of 352 consumers. Findings – The results obtained highlight the importance of interpersonal justice in a situation of service failure and the influence that prior experience and gender exert in the context of the hospitality industry. The study provides empirical evidence that, in a service failure setting, behavioural intentions (word of mouth, third-party complaints and intention to revisit) are conditioned by three different consumer characteristics, one affective (perceived interpersonal justice of the service provided), one cognitive (knowledge as a result of prior experience) and one socio-demographic (gender, important because of the differences between male and female consumer behaviour). Originality/value – This study proposes using the social cognitive theory in a service recovery process within a hospitality industry context. This theory has been successfully exploited in different areas, but in marketing research (especially in studies about service failure and recovery), it has not been applied. However, its use in marketing is particularly interesting because, through the consideration of three variables (perceived interpersonal justice, prior experience and consumer gender), the service provider could obtain knowledge from consumers interactions to help develop a better and more successful recovery system.

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Lee, Myong Jae, Neha Singh und Eric S. W. Chan. „Service failures and recovery actions in the hotel industry: A text-mining approach“. Journal of Vacation Marketing 17, Nr. 3 (Juli 2011): 197–207. http://dx.doi.org/10.1177/1356766711409182.

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Dissertationen zum Thema "Service recovery hotel industry"

Bidin, Yeop Hussin. „The concept of service recovery : an analysis in the hotel industry“. Thesis, Manchester Metropolitan University, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.296483.

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Edström, Andreas, und Beatrice Nylander. „Where Service Recovery Meets its Paradox : A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry“. Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36114.

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Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry Level: Student thesis, final assignment for Bachelor Degree in Business Administration Author: Beatrice Nylander & Andreas Edström Supervisor: Patrik Sörqvist Date: 2021 – June Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence. Method: Two surveys have been conducted where 190 respondents were introduced to a scenario- based service failure in the hotel industry. Survey 1 collected data about the amount of monetary compensation that customers felt they needed post service failure, in order to subsequently feel a little more satisfied than in the case of an error-free service experience (the point for service recovery paradox). In survey 2, customer satisfaction was then measured at three different levels of compensation after service failure. The three levels were the mean from survey 1, mean -1 SD, and mean +1 SD. This with the aim to, in an independent sample, test whether the point for service recovery paradox in survey 1 causes the paradox to arise in survey 2 or not. Result & Conclusions: In the event of a specific service failure in the hotel industry, the level of service recovery paradox, through monetary compensation, was found. Survey 1 (N = 40) determined the compensation level to be SEK 1204. The same compensation level was confirmed as a sufficient level to achieve the service recovery paradox in survey 2 (N = 150). Contribution of the thesis: Service failures are often not completely avoidable, especially not in the hotel industry. This study helps to understand the level of monetary compensation that may be required to achieve the service recovery paradox, in the event of a specific service failure in the hotel industry. The results from this study contribute to guidance in service recovery and give hotel managers knowledge of what monetary compensation level they should apply to restore customer satisfaction and also avoid overcompensation, in case of service failures. Suggestions for future research: Future researchers should assume that service industries and service failures are all unique. Failure scenarios need to be described in detail in order for results to be applicable by managers. Future research may also examine the anchoring effect in order to avoid overcompensation if possible. SRP researchers who examine the hotel industry in particular may investigate the SRP level of additional customer segments that travel; alone, at work, with friends or with children. Although SRP might occur because of service recovery, repurchase intentions might decrease. A major challenge for future researchers will therefore be to measure how customer satisfaction after service failure and recovery stands long term. Another suggestion is to conduct the study again, but with real service failures and with real compensation. Keywords: service failure, service recovery, service recovery paradox, service recovery hotel industry, customer satisfaction

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Riscinto-Kozub, Kristen A. O'Neill Martin. „The effects of service recovery satisfaction on customer loyalty and future behavioral intentions an exploratory study in the luxury hotel industry /“. Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/SPRING/Nutrition_and_Food_Science/Dissertation/Riscinto-kozub_Kristen_19.pdf.

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Yang, Furong. „De l'échec perçu du service à l'intention de comportement : le rôle de l’attribution et des attentes de compensation sur la satisfaction : une étude empirique dans l'hôtellerie chinoise“. Thesis, Université Grenoble Alpes (ComUE), 2018. http://www.theses.fr/2018GREAG004.

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Dans l’hôtellerie, les défaillances de service sont presque inévitables. Pour limiter les conséquences indésirables, les chercheurs et les praticiens se sont concentrés sur l'efficacité de la compensation en cas d'échec. Malgré l'existence de divers modèles de recherche, les comportements des clients comme la rupture de la relation ou la propagation d’un bouche-à-oreille négatif, même après les efforts de récupération, restent à comprendre.Pour répondre à la question de recherche : « Dans le secteur de l'hôtellerie en Chine, dans quelle mesure la satisfaction après compensation de service peut-elle s'expliquer par les attributions et la (dis)confirmation des attentes ? », cette thèse propose un modèle conceptuel basé sur la théorie de l'attribution, le paradigme des attentes-confirmation et la théorie de la justice. Il s'appuie sur deux concepts-clés (attribution et attentes de compensation). Elle présente cinq hypothèses regroupés dans trois ensembles de relations : (1) l’influence de la défaillance du service sur l'attribution des clients, l’influence de l'attribution des clients sur les attentes de compensation et l’influence de la défaillance du service sur les attentes de compensation ; (2) l’influence de la différence entre les attentes de compensation des clients et la compensation effectivement obtenue sur la satisfaction des clients après compensation ; (3) l’influence de la satisfaction des clients après compensation sur les intentions comportementales. Ensuite, selon l'hypothèse d'appariement, nous explorons la relation entre le type de défaillance de service et le type d'attente de compensation du client ; et nous trouvons un certain décalage entre les attentes de compensation et ce qui est effectivement obtenu.Pour atteindre nos objectifs de recherche, nous avons ciblé des clients déclarant avoir eu une ou plusieurs expériences désagréables avec un hôtel au cours des six derniers mois. Au moyen d'un questionnaire en ligne, nous avons recueilli 318 réponses valides et analysé les données avec SPSS25.0. Les résultats montrent que (1) l'attribution de l'échec du service par le client a une influence significative sur les effets de l'échec du service sur les attentes de compensation ; (2) la différence entre les attentes de compensation et la compensation réelle a une incidence sur la satisfaction après la compensation ; (3) la satisfaction du client après la compensation a une influence sur les intentions du comportement ; (4) les types d'attentes de compensation sont influencées par le type de défaillance ; (5) la compensation effectivement obtenue est différente de celle attendue, principalement à cause des hôtels ne fournissant pas les compensations adéquates ou de clients recevant les indemnités non désirées ; ce décalage affecte l'efficacité de la compensation et la satisfaction du client après la compensation.Les résultats permettront aux chercheurs en marketing et aux praticiens de l'industrie hôtelière de mieux comprendre le rôle de l'attribution des clients et de leurs attentes en matière de compensation suite à une défaillance du service ainsi que le processus de compensation des services. Ils pourraient en conséquence élaborer et mettre en œuvre des stratégies de marketing plus localisées et plus satisfaisantes sur le marché chinois
In the hospitality industry, service failures are almost inevitable. To avoid the undesirable consequences, researchers and practitioners have concentrated on the effectiveness of failure recovery. Despite that various of research models exist in empirical studies, customer behaviors like exiting or spreading negative WOM even after recovery efforts remain unsolved.As an attempt to answer the research question：In the hospitality industry of China, to which extent satisfaction recovery can be explained by client attributions and expectations (dis)confirmation? Why do customers who accept service recovery still leave the service provider or do something that is not good for the service provider? This dissertation proposes a conceptual model based on attribution theory, expectation-disconfirmation paradigm, justice theory. It relies on two key concepts (customer attribution and recovery expectation), and displays five hypotheses in three set of relationships: (1) the influences of service failure on customer attribution, the influences of customer attribution on recovery expectation and, the influences of service failure on recovery expectation; (2) the influences of the difference between customer recovery expectation and obtained recovery on customer satisfaction after recovery; (3) the influences of customer satisfaction after recovery on behavioral intention. And then, according to “matching hypothesis”, we explore the relationship between the type of service failure and the type of customer recovery expectation; and find some mismatch between recovery expectations and obtained.To achieve research objectives, we targeted customers who claimed to have had unpleasant experiences with hotels in the past six months. By means of an online questionnaire, we have collected 318 valid responses and analyzed the data with SPSS25.0. The results show that (1) customer attribution statistically significantly mediates the effects of service failure on recovery expectation; (2) the difference between recovery expectation and obtained recovery affects satisfaction after recovery; (3) customer satisfaction after recovery affects behavioral intentions; (4) types of recovery expectation are influenced by types of service failure; (5) obtained recovery differs from recovery expectation to some extent, mainly because of “hotels not giving appropriate compensations” or “customers receiving undesired compensations” – such “mismatch” or “difference” affects the effectiveness of failure recovery and customer satisfaction after recovery.The findings provide insights for marketing academics and industry practitioners to better understand the role of customer attribution and recovery expectation in service failure and service recovery process. Therefore, more localized and more satisfying marketing strategies are to be expected in the Chinese market

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Lau, Nga Lok. „Service recovery in airline industry“. Thesis, University of Macau, 2006. http://umaclib3.umac.mo/record=b1636417.

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Li, Yi-Min. „A service quality performance evaluation model for hotel service“. Thesis, University of the West of Scotland, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283048.

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Xing, Hong. „Service Innovation in Hotel Industry : Case Study of InfoQuest“. Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4677.

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Being developed for centuries, Hotel Industry has been in its maturity period for a long time. Confronted with fierce competition and the current global economic crisis, it becomes a hot topic in Hotel Industry how to maintain and raise revenues. By shifting focus from ‘Goods-Dominant Logic’ to ‘Service-Dominant Logic’, Service Science presents a new perspective on value creation and service experience. In this new perspective, value is co-created by various roles, experienced and evaluated by customers. However, the problem is how to implement theories in a specific industry. Focusing on hotel industry, this paper aims to illustrate how service evolves with the development of technology and theory based on the case study of InfoQuest, which is an IT company mainly providing SaberKnot. InfoQuest redefines several economic roles (hotels, IT system provider, local businesses and customers) and relationships among them (from a linear model to a netlike model) where it injects Hotel Industry with new vitality. Both competitive advantages and potential problems that might arise from the service innovation are subsequently discussed. At last, a further analysis is made on the China market in order to show the possibility of that business entering into China.

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Svensson, Tilda, und Gabrielle Wågström. „Interna service recovery strategier inom hotellbranschen“. Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-30164.

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Syfte: Syftet är att skapa förståelse för hur hotell arbetar med interna service recovery strategier, utifrån ett företagsperspektiv. Metod: Studien är genomförd enligt kvalitativ forskningsmetod där empiriskt material är insamlat via semistrukturerade intervjuer med hotellpersonal. De semistrukturerade intervjuerna spelades in, transkriberades och analyserades med hjälp av tematisk analys. Resultat & slutsats: Studiens resultat visar att hotell arbetar med flera interna service recovery strategier. En strategi är service recovery plan, vilket är en uttalad strategi för hur service failure kan hanteras. Planen kan vara nedskriven i form av ett dokument eller muntligt överenskommen. En annan strategi är att uppmuntra till klagomål, vilket hotell gör genom att fråga kunden frågor, via enkätundersökningar samt att kunden kan framföra klagomål på flera sätt. Att följa upp bakomliggande problem är en ytterligare strategi som görs via återkommande möten eller noteringar. En sista strategi är att hotell utbildar anställda, detta görs informellt via erfarenhet eller formellt via externa utbildningar. Examensarbetets bidrag: Det teoretiska bidraget är en ökad förståelse för hur hotell arbetar med intern service recovery. Det praktiska bidraget är att studiens resultat kan ses som ett ramverk och hjälpa hotell i arbetet med service recovery och den interna processen. Förslag till fortsatt forskning: Förslag till fortsatt forskning är att studera om det eventuellt finns andra interna strategier som denna studie kan ha missat. Fortsatt forskning kan även fokusera på en annan kontext, en annan bransch eller utifrån ett annat perspektiv. Ett ytterligare förslag till fortsatt forskning är att studera effekten av de interna strategierna.
Aim: The aim is to create an understanding of how hotels work with internal service recovery strategies, from a business perspective. Method: The study was conducted with a qualitative research method in which empirical material was collected through semi-structured interviews with employees within the hotel industry. The semi-structured interviews were recorded, transcribed and then analyzed by using thematic analysis. Result & Conclusions: The result show that hotels work with several internal service recovery strategies. One strategy is to have a service recovery plan to ensure how service failure can be managed. The plan can be written in a document or verbally agreed. Another strategy is to encourage complaints, which hotels do by asking the customer questions, through surveys and also by making it easy for the customer to complain. Follow up underlying problems is another strategy, which is done through meetings or from notes. The final strategy is that hotels educate employees, either informally through experience or formally through external education. Contribution of the thesis: The theoretical contribution is an increased understanding of how hotels work with internal service recovery. The practical contribution is that the study results can be seen as a framework and help hotels in their work with internal service recovery. Suggestions for future research: Future research can further focus on studying internal strategies, which this study might have missed. Future research can also focus on internal strategies in another context such as another industry or from other perspectives. Another suggestion for future research is to study the effects of the internal service recovery strategies.

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Jareankieatbovorn, Natthida. „Customer perceptions of service failure, service recovery and loyalty recovery : an investigation into the airline industry“. Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17131.

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Building sustainable customer relationships through effective service recovery is a worthwhile goal for all airline companies in an era of intense competition. Developing service recovery strategies that can strengthen customer loyalty in the event of service failure has become a major challenge for the airline business, but yet has received little attention from academics. To address the dearth in the literature, this study sets out to investigate how customers' perceptions of perceived justice of service recovery and those factors external to the recovery encounter, including service failure attributions and company reputation, impact their loyalty recovery in the airline context. This study uses a quantitative method based on a surrey approach. A selfadministered questionnaire was purposively distributed among airline customers at Suvarnabhumi International Airport in Bangkok, Thailand. The study was tested using data collected from 480 travellers who had previously experienced a full service airline's flight delay in the past 12 months and was analysed with Partial Least Squares Structural Equation Modeling (PLS-SEM). First, the results of this research confirm the robustness of the Expectation Disconfirmation Paradigm (EDP) for understanding customer perceived justice of service recovery in an exchange relationship context by emphasising significant positive effects of all dimensions of justice in restoring positive customer relationships. Second, the findings clarify the interrelationships between postrecovery customer trust, customer's overall company satisfaction and customer loyalty by highlighting the important role of which trust plays in recovering customer loyalty. Third, The results further demonstrate how customer perceived justice of service recovery is contingent upon service failure attributions and company reputation. Lastly, the research provides airline managers with useful guidelines on developing cost-effective service recovery strategies focusing on maximising customer loyalty in different service failure situations.

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MELLO, LEONARDO PIMENTA DE. „ELECTRONIC DISTRIBUTION IN THE HOTEL INDUSTRY: SERVICE DEVELOPMENT FOR INTERNET“. PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2005. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=7621@1.

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O propósito deste trabalho foi analisar as características relevantes de um sistema de distribuição eletrônica para hotéis usando diretrizes baseadas no mercado e explorando variantes para diferentes segmentos de mercado. Neste estudo, foram entrevistados 116 indivíduos, usuários de Internet. Os entrevistados responderam um questionário aplicado pela Internet. Este questionário subsidiou a composição do serviço, utilizando o método de análise conjunta. Posteriormente, os respondentes foram segmentados, a partir de suas utilidades, utilizando a análise de clusters. Os entrevistados também avaliaram afirmativas que buscavam corroborar os resultados obtidos nas análises e levantar informações adicionais. Na segmentação também foram utilizados dados demográficos e psicográficos dos respondentes. Os resultados revelaram os atributos relevantes para a composição do serviço e forneceram subsídios para a segmentação do serviço para diferentes mercados.
The propose of this work was to analyze the optimal combination of attributes for an electronic distribution system for hotels. The study was based on consumer´s interviews and variations for different market segments were explored. In this study, 116 individuals had been interviewed and the questionnaire was applied by the Internet. The questionnaire subsidized the composition of the service using the method of Conjoint Analysis. The utilities obtained in this first part were used to segment the respondents using Clusters Analysis. The respondents had also evaluated some affirmations with the objective to corroborate the previous results and to obtain additional information. Demographics and psychographics data had also been used in the segmentation part. The results had showed the optimal combination of attributes for the composition of the service and allowed the segmentation of service for different markets.

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Bücher zum Thema "Service recovery hotel industry"

Mozhaeva, Nina, und Galina Rybachek. Hotel service. ru: INFRA-M Academic Publishing LLC., 2020. http://dx.doi.org/10.12737/1041498.

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Address practical issues within professional modules: "Organization of services of reservation of hotel services", "Organization of activity of service reception and check out," and "the Organization of guest service in the process of living". In annexes 1-4 lists the requirements for hotels, hotel rooms for personnel and qualification requirements for workers in the tourism industry. Meets the requirements of Federal state educational standards of secondary professional education of the last generation. For students of educational institutions of secondary vocational education, students majoring in 43.02.11 "room service."

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Toraman, Murat. Quality in service marketing for hotel industry: Case study Hasting's Europa Hotel. [s.l: The Author], 1997.

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Godowski, Sarah. Microcomputers in the hotel and catering industry. London: Published in association with TV Choice Video Productions [by] Heinemann, 1986.

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Harkness, Shiona. With pleasure!: English for hotel service staff. Walton-on-THames: Nelson, 1992.

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Borden, David A. Perfect service: Creating the best hotel in New York. [Madison, WI: Magna Publications, 1994.

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Harkess, Shiona. With pleasure!: English for hotel service staff. Sevenoaks: E. Arnold, 1990.

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Phyllis, Pogrund, Hrsg. Contemporary's make your mark in the hotel industry. Chicago, Ill: Contemporary Books, 1997.

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Office, National Audit. The Department of Trade and Industry Redundancy Payments Service: Management and recovery of debt. London: The Stationery Office, 1996.

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Sullivan, Jim. Service that sells!: How to make big bucks in the restaurant, bar, and hotel business. Denver, Colo: Pencom Press, 1991.

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Maggie, Black. In the twilight zone: Child workers in the hotel, tourism, and catering industry. Geneva: International Labour Office, 1995.

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Buchteile zum Thema "Service recovery hotel industry"

Lau, Eric Kin Wai. „Antecedents of Empowerment and Commitment to Service Quality in the Chinese Hotel Industry“. In Lecture Notes in Business Information Processing, 90–98. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-08618-7_9.

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Anthonisz, Angela, und Tim Heap. „9. Brand Expectation and Authentic Service Experiences in the Hotel Industry in Dubai“. In Tourism in the Arab World, herausgegeben von Hamed Almuhrzi, Hafidh Alriyami und Noel Scott, 131–44. Bristol, Blue Ridge Summit: Multilingual Matters, 2017. http://dx.doi.org/10.21832/9781845416157-010.

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QianTing, Lu, Hee Chung Chung und Namho Chung. „A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel“. In Information and Communication Technologies in Tourism 2021, 123–27. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_10.

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AbstractThe advancement of technology following the Fourth Industrial Revolution and the surge in demand for untact services caused by COVID-19 will gradually expand the scope of service automation through artificial intelligence (AI) technologies. In practice, numerous hotels are adopting AI-based service technologies, but it is still in its early stage to provide guidelines for the overall service strategy for this technology. Therefore, this study conducted a study on the failure of AI based self-service technologies (SSTs), service recovery, and the psychological expectations of customers’ SST. An online survey was conducted on respondents who had experience using AI based SSTs, and a total of 370 responses were used for analysis. As a result of structural model analysis through AMOS, it was found that adequate service recovery and low expectations for SSTs were satisfied with SSTs and hotels as a result, even if service failures were experienced. These findings provide specific practical guidelines for many hotels promoting AI-based service automation.

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Cheng, Boon Liat, und Zabid Abdul Rashid. „Interrelationships of Service Quality, Customer Satisfaction, Corporate Image and Customer Loyalty of Malaysian Hotel Industry“. In Cultural Tourism in a Digital Era, 37–38. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-15859-4_3.

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Bauer, Hans H., Frank Huber und Richard Adam. „Utility-Oriented Design of Service Bundles in the Hotel Industry, Based on the Conjoint Measurement Method“. In Optimal Bundling, 269–95. Berlin, Heidelberg: Springer Berlin Heidelberg, 1999. http://dx.doi.org/10.1007/978-3-662-09119-7_14.

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Högberg, Karin. „Technostress Among Hotel Employees - a Longitudinal Study of Social Media as Digital Service Encounters“. In Information and Communication Technologies in Tourism 2021, 70–82. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_6.

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AbstractThe increasing implementation of digital technologies in organizations such as social media platforms is fundamentally transforming the nature of services encounters [1, 2], not least in the hospitality industry. This causes new ways of working for hotel employees, causing disruption in service routines and work tasks. There are few qualitative studies that are focusing on the hospitality industry and technostress. The present study focus on technostress among employees in an international hotel chain. Data have been collected in eight European countries over a period of seven years. The Person-Technology fit model is used in order to identify and analyze stressors and strains deriving from social media use. The results indicate that techno stressors such as work overload, work-life conflict, and changing algorithms creates negative stressors. The study makes a theoretical contribution to technostress research in the Information Systems research as well as the hospitality research field by uncovering negative stressors and strains created over time.

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Swanson, Scott R., Yinghua Huang und Baoheng Wang. „Service in the Hospitality Industry: A Chinese and American Comparison of Failures and Recovery Strategies“. In The Sustainable Global Marketplace, 142. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10873-5_71.

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Pascual-Fernández, Primitiva, José Ángel López-Sánchez, Javier Reynoso und María Leticia Santos-Vijande. „Innovativeness and Market Orientation as Forerunners of the New Service Added Value and Performance in the Hotel Industry“. In Rediscovering the Essentiality of Marketing, 925–26. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-29877-1_183.

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Belias, Dimitrios, und Labros Vasiliadis. „Pilot Study for Two Questionnaires Assessing Intentions of Use and Quality of Service of Robots in the Hotel Industry“. In Culture and Tourism in a Smart, Globalized, and Sustainable World, 539–58. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-72469-6_36.

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Paparoidamis, Nicholas G., und Ruben Chumpitaz. „The Role of Service Quality Perceptions and Service Failure/Recovery Episodes in the Formation of B2B Loyalty: An Empirical Investigation in the Greek it Industry“. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 422. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-18687-0_153.

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Konferenzberichte zum Thema "Service recovery hotel industry"

Ružić, Ivan, und Petra Popek Biškupec. „ASSESSMENT OF THE PANDEMIC SHOCK ON THE TOURISM SECTOR - THE CASE OF CROATIA“. In The Sixth International Scientific Conference - TOURISM CHALLENGES AMID COVID-19, Thematic Proceedings. FACULTY OF HOTEL MANAGEMENT AND TOURISM IN VRNJAČKA BANJA UNIVERSITY OF KRAGUJEVAC, 2021. http://dx.doi.org/10.52370/tisc21247ir.

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Due to the pandemic crisis, the decline in cross-border travel has caused deterioration of consumption and induced the collapse of domestic consumption. Finally, the drop of the consumption in travel service affected the travel trade balance and caused decline of the economy. The aim of this paper is to analyze the impact of the pandemic shock on the touristic sector in Croatia and to measure the effect of this negative trend. The research will be conducted using the SVAR model to disclose pandemic shock. The analysis considers the effect of the pandemic shock on the performance of the tourism sector, what is approximated by CROBEX turist index. Also, the analysis tests the impact of pandemic shock on turnover of the hotel industry. The results confirm the large-scale shock in the touristic sector and implicate the importance of measuring shock in assessing future trends and proposing measures for economic recovery in Croatia.

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Hui, Zeng, Zhou Xiang und Jing-lun Han. „Employee engagement and personal performance in hotel service industry of China“. In 2009 6th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174973.

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Sufi, Tahir, Satinderpal Singh und Manohar Sajnani. „Impact of Hotel Classification on Service Quality- A Case Study of the Indian Hotel Industry“. In 2020 8th International Conference on Reliability, Infocom Technologies and Optimization (Trends and Future Directions) (ICRITO). IEEE, 2020. http://dx.doi.org/10.1109/icrito48877.2020.9197928.

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Zhengpeng, Wu, und Wang Dayuan. „Dynamic Simulation for Hotel Service Industry Based on Continued Fraction“. In 2010 International Conference on E-Business and E-Government (ICEE). IEEE, 2010. http://dx.doi.org/10.1109/icee.2010.514.

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Linsheng, Fan, und Xue Pan. „Study on the Brand Value Promotion of Hotel Service Industry“. In 2009 International Conference on Wireless Networks and Information Systems (WNIS). IEEE, 2009. http://dx.doi.org/10.1109/wnis.2009.71.

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Pongsathornwiwat, Narongsak, Chawalit Jeenanunta, Thanaruk Theeramunkong und Van-Nam Huynh. „Supply chain collaboration and service innovaiton in Thai hotel industry“. In 2015 International Conference on Industrial Engineering and Operations Management (IEOM). IEEE, 2015. http://dx.doi.org/10.1109/ieom.2015.7228113.

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Shan, Jun, und Jin Zhang. „A game theory analysis of pricing strategies in China's economy hotel industry“. In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959421.

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Foteva, Mirena. „MODERN CHANGES IN HOTEL SERVICE“. In TOURISM AND CONNECTIVITY 2020. University publishing house "Science and Economics", University of Economics - Varna, 2020. http://dx.doi.org/10.36997/tc2020.641.

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Hotel service is a complex process that can be considered from different aspects. New technologies are constantly entering the hotel service. "Smart hotels" are the wonder of the 21st century. The smartphone is becoming the main asset in the hotel. With it we control everything - we open our rooms, book various services, etc. Virtual and augmented reality are one of the main trends in the hotel industry. The possibilities of such technologies are endless. They can be used during the booking process, but mostly during the guest's stay at the hotel. Another important topic here is the sustainable development of tourism. More and more hotels are betting on the eco trend by using eco products and recycling materials and resources. This saves energy costs, which overall improves business results.

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Xiaoyi Wu, Yun Liu und Qian Ling. „The composition and impact of internal service quality: An empirical study in hotel industry“. In 2014 11th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2014. http://dx.doi.org/10.1109/icsssm.2014.6874051.

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Mohamed Zainal, Siti Rohaida. „The Roles Of Supportive Management On Service Recovery Performance Among Hotel Employees“. In 13th Asian Academy of Management International Conference 2019. European Publisher, 2020. http://dx.doi.org/10.15405/epsbs.2020.10.60.

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