Journal articles: 'Service recovery hotel industry'

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Cheng, Boon Liat, Chin Chuan Gan, Brian C. Imrie, and Shaheen Mansori. "Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry." International Journal of Quality and Service Sciences 11, no. 2 (June 12, 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, no. 2 (February 12, 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, no. 4(59) (July 1, 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, and Shu-Fen Li. "How Can Service Failures Be Recovered? Start with Star Ratings, Personnel Rank, and Failure Severity." International Business Research 13, no. 7 (June 4, 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., and Pamela McCann. "Service failure and recovery: evidence from the hotel industry." International Journal of Contemporary Hospitality Management 16, no. 1 (January 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, no. 1 (January 22, 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, and Nana Nadareishvili Nana Nadareishvili. "The Role of Benchmarking in Hotel Management Improvement." Economics 104, no. 3-5 (June 22, 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, and Soyoung Boo. "An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market." Cornell Hospitality Quarterly 54, no. 1 (December 18, 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, and 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, no. 2 (March 16, 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, and Eric S. W. Chan. "Service failures and recovery actions in the hotel industry: A text-mining approach." Journal of Vacation Marketing 17, no. 3 (July 2011): 197–207. http://dx.doi.org/10.1177/1356766711409182.

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Tang, Xiaofei, En-Chung Chang, Xing Huang, and Meng Zhang. "Timing and compensation strategies in service recovery." Journal of Services Marketing 32, no. 6 (September 10, 2018): 755–66. http://dx.doi.org/10.1108/jsm-04-2017-0126.

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Purpose A combined model involving the intensity of negative emotions and the strategic combinations (timing and means) of service recovery is developed. The purpose of this paper is to evaluate the performances of these different combinations through customer satisfaction, repurchase intention and fitting curves between the two under hotel service scenarios. Design/methodology/approach A 2 (recovery timing: immediate/delayed) × 2 (recovery means: psychological/economic) × 3 (type of service failure: failure in a delivery system/failure in responding to customer needs/improper employee behavior) between-subject experimental design was used with 456 participants. Findings The results suggest that immediate and economic recovery effectively raises the service recovery evaluations from customers with low-intensity negative emotions, whereas delayed and psychological recovery helps customers with high-intensity negative emotions to give higher evaluations. Originality/value When service failures happen, the strategies for and timing of recovery directly influence customers’ service recovery evaluations. This study sheds light on the role that negative emotions play in the process of service recovery and provides implications for service industry managers.

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Riscinto Kozub, Kristen, Martin Anthony O’Neill, and Adrian A. Palmer. "Emotional antecedents and outcomes of service recovery." Journal of Services Marketing 28, no. 3 (May 6, 2014): 233–43. http://dx.doi.org/10.1108/jsm-08-2012-0147.

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Purpose – The purpose of this study was to investigate the service recovery experience in the luxury hotel industry by introducing emotions as a predictor of future behavioural intention and to compare traditional cognitive measures of satisfaction following a recovery process with measures based on affect. Design/methodology/approach – A mixed-methods approach was adopted comprising a main quantitative study, preceded by an exploratory qualitative study. Findings – The study provides further support for the use of emotions in understanding consumer behaviour following a service failure. Research limitations/implications – As an abstract concept, we have only limited physical, measurable manifestation of emotions, and the construct is difficult to operationalise in social sciences research. Furthermore, this research has required retrospective self-reporting of emotions. Practical implications – The use of emotions can provide a better diagnostic tool for understanding attitudes that customers go away with following a service failure, rather than concentrating on cognitive measures of performance. Originality/value – The study has provided further support for the use of emotions in understanding consumer behaviour following a service failure.

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Memarzadeh, Faranak, Shane Blum, and Charlie Adams. "How Do Online Reviews Affect Business Travelers' Accommodation Choices?" International Journal of Tourism and Hospitality Management in the Digital Age 1, no. 1 (January 2017): 50–65. http://dx.doi.org/10.4018/ijthmda.2017010104.

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This research focused on parameters of online reviews that affect business travelers` attitude and subjective norm on intention to purchase. The sub-constructs of attitude include: the quality of offered service, the value of money, hotel business facility, hotel security, food and beverage, and service recovery. Panel database, which was provided by Qualtrics, was used to examine the hypotheses of this study. Data was collected from 275 business travelers who stayed at a hotel in the last six months and read e-comments in advance of the purchase. Results of hypotheses testing indicated that quality of offered service, the value of money, and subjective norm have a positive effect on business travelers` intention to purchase. The findings of this research can help both hoteliers and online-review website operators. Since business travelers are considered an important target market in the hotel industry, hoteliers need to put more emphasis on these factors to attract more business travelers.

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Mount, Daniel J. "Putting the Dollar Signs on Quality: The Benefits of Service Recovery in the Hotel Industry." Journal of Quality Assurance in Hospitality & Tourism 13, no. 2 (April 2012): 152–63. http://dx.doi.org/10.1080/1528008x.2012.643189.

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Sharma, Tripti Ghosh, Rohit Jain, Sahil Kapoor, Vijeyta Gaur, and Abhishek Roy. "OYO Rooms: providing affordable hotel stays." Emerald Emerging Markets Case Studies 7, no. 3 (August 1, 2017): 1–26. http://dx.doi.org/10.1108/eemcs-01-2017-0015.

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Subject area Strategic Marketing, Marketing Management, Services Marketing. Study level/applicability MBA and Executive MBA. Case overview The case talks about the inception and growth of OYO Rooms, a company that originally started as ORAVEL Stays Ltd. in 2012, as a platform for booking budget and premium accommodations, but graduated to become OYO Rooms, an online aggregator of hotels, with a unique business model of “managing the partial inventory of rooms” in hotels and offering a proposition of affordable, consistent, quality experience to business, leisure and pilgrim travellers. The company received rounds of funding from Greenoaks Capital, Lightspeed Ventures, Sequoia Capital and DSG Consumer Partners. Moreover, unlike its competitors, OYO adapted itself to the fast-changing consumer preference and grew at an enviable pace and by 2016, was present across 190 cities through a network of 6,500 hotels. However, OYO Rooms had to face a multitude of challenges both from the consumer and hotel owners’ ends, primarily service quality concerns from the customers and majorly concerns out of payment irregularities or non-abidance to written contracts from the hoteliers’ end. The dissatisfaction levels increased to an extent that experts started raising questions on the viability of the business. OYO was growing at an aggressive rate but breakeven point was yet to be achieved. Moreover, growing dissatisfaction and switching amongst its customers as well as hoteliers threatened the very existence of the model. The case allows the students to critically analyse the strategies of OYO for deliberation on whether the business model was sustainable in the long run. It also encourages the students to deliberate on the possible growth strategies for OYO as also on the service recovery strategies for OYO. Expected learning outcomes The case has been positioned around the following modules: industry analysis; value of a two-sided business model to both parties; sustainability of a unique business model, against the challenges that it faces; applying the VRIO framework (resource-based view); complaint handling and service recovery strategies; applying the Ansoff’s grid for possible growth options. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes. Subject code CSS 11: Strategy.

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S, Sreejesh, Anusree M.R, and Abhilash Ponnam. "Can online service recovery interventions benignly alter customers’ negative review evaluations? Evidence from the hotel industry." Journal of Hospitality Marketing & Management 28, no. 6 (November 26, 2018): 711–42. http://dx.doi.org/10.1080/19368623.2019.1544958.

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Karatepe, Osman M., and Rashin Kaviti. "Test of a mediational model of organization mission fulfillment: evidence from the hotel industry." International Journal of Contemporary Hospitality Management 28, no. 5 (May 9, 2016): 988–1008. http://dx.doi.org/10.1108/ijchm-09-2014-0464.

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Purpose This paper aims to propose and test a conceptual model, guided by conservation of resources theory, that examines whether emotional exhaustion is a mediator between organization mission fulfillment and critical outcomes such as turnover intentions, lateness attitude, job performance and extra-role customer service. Design/methodology/approach The aforesaid relationships were assessed via data gathered from customer-contact employees two weeks apart in three waves and their immediate supervisors in the international five-star chain hotels in Dubai in the United Arab Emirates. The relationships in the model were gauged via structural equation modeling. Findings The results reveal that organization mission fulfillment influences the above-mentioned outcomes only through emotional exhaustion. Specifically, organization mission fulfillment mitigates customer-contact employees’ emotional exhaustion. Under these circumstances, these employees report desirable outcomes such as low levels of quitting intentions and lateness attitude as well as higher in- and extra-role performances. Research limitations/implications In future research, collecting data from different service settings in different countries would enable the researcher to conduct a cross-national study and make further generalizations. In future research, including actual turnover and absenteeism as well creative and service recovery performances in the model would enrich the understanding about the outcomes of organization mission fulfillment and emotional exhaustion. Practical implications Management needs to use several intra-organizational communication tools so that customer-contact employees can have an understanding of how the organization is trying to accomplish its mission. When employees participate in and contribute to the preparation of the organization’s mission statement, they own the mission statement and do their best to achieve the organizational objectives. Management should also offer a work environment where employees can avail themselves of psychosocial support to be provided by mentors. Such psychosocial support would enable employees to manage problems emerging from emotional exhaustion. Originality/value This paper contributes to current knowledge by testing the effect of the organization’s fidelity to its mission statement on emotional exhaustion and the above-mentioned job outcomes using data obtained from employees in frontline service jobs in the hotel industry.

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Sparks, Beverley A., and Graham L. Bradley. "A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews." Journal of Hospitality & Tourism Research 41, no. 6 (July 2, 2014): 719–45. http://dx.doi.org/10.1177/1096348014538052.

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Increasingly, consumers are posting online reviews about hotels, restaurants, and other tourism and hospitality providers. While some managers are responding to these reviews, little is known about how to respond and how to do so effectively. Drawing on the service recovery, justice, and electronic word-of-mouth literatures, we developed a typology of management responses to negative online reviews of hotel accommodation. An initial version of the typology was verified through interviews with eight industry experts. The final “Triple A” typology comprised 19 specific forms of managerial responses subsumed within the three higher-level categories of acknowledgements, accounts, and actions. The typology was tested on a sample of 150 conversations drawn from the website, TripAdvisor. Most responses included an acknowledgement of the dissatisfying event, an account (explanation) for its occurrence, and a reference to action taken. Responses differed between top- and bottom-ranked hotels. Propositions for extending this area of research are provided.

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Park, Hyunjung, and Sunmi Yun. "The Effect of Service Recovery Strategy on Recovery Satisfaction and Customer Behavior Intention in Hotel Industry : Focusing on Moderating Effect of Controllability." Journal of Tourism Management Research 23, no. 4 (July 31, 2019): 371–94. http://dx.doi.org/10.18604/tmro.2019.23.4.18.

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Chang, Hong-Sheng, and Han-Liang Hsiao. "Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry." Service Industries Journal 28, no. 4 (May 2008): 513–28. http://dx.doi.org/10.1080/02642060801917646.

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Piehler, Rico, Michael Schade, Ines Hanisch, and Christoph Burmann. "Reacting to negative online customer reviews." Journal of Service Theory and Practice 29, no. 4 (December 2, 2019): 401–14. http://dx.doi.org/10.1108/jstp-10-2018-0227.

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Purpose The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers. Design/methodology/approach The scenario-based online experiment with 306 participants investigates the effects of explanation and compensation on potential customers’ purchase intentions in the hotel segment of the hospitality industry. Findings The results reveal that combining an explanation with compensation is the most effective management response; providing neither an explanation nor compensation is the least effective. The effects of management responses that entail providing only an explanation or compensation do not differ significantly. Research limitations/implications Continued research should investigate the effects of specific accommodative management responses in other service industries and other cultural settings and consider different kinds of explanations and compensation. Practical implications Hotel managers in the hospitality industry should reply to negative online customer reviews by combining an explanation with compensation. Service providers that currently lack structures and procedures to identify service failures and their causes or that cannot take corrective actions should provide compensation. Service providers that currently have limited financial resources should provide explanations. Originality/value This study analyses the effects of explanation and compensation on potential customers’ purchase intentions. In addressing the effects on potential customers, instead of on complainants, the conceptual framework represents a novel combination of management responses from service recovery research with signalling theory, the search-experience-credence framework and risk reduction methods.

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Ashraf, Hafiz Ahmad, and Nauman Manzoor. "An examination of customer loyalty and customer participation in the service recovery process in the Pakistani hotel industry: A pitch." Journal of Accounting and Management Information Systems 16, no. 1 (March 1, 2017): 199–202. http://dx.doi.org/10.24818/jamis.2017.01010.

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Bagchi, Sraboni. "EXPLORING THE IMPACT OF COVID-19 ON TOURISM INDUSTRY OF BANGLADESH: AN EMPIRICAL STUDY." International Journal of Research -GRANTHAALAYAH 9, no. 8 (August 31, 2021): 42–58. http://dx.doi.org/10.29121/granthaalayah.v9.i8.2021.4141.

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The tourism industry is one of the fastest-growing service industries in Bangladesh. This industry observed consistent economic growth for the last five years and contributed significantly to the GDP of Bangladesh. The outbreak of the Covid-19 pandemic impacted the tourism industry notedly. This paper aims to explore the impact on the tourism industry of Bangladesh, considering the economic and environmental aspects. The study found a catastrophic impact on the tourism industry's economic growth, which also affects the country’s total GDP growth. The tourism industry is expected to contribute 1309.27 billion Taka, which would be 3.20% of the total GDP of Bangladesh, but the actual contribution is 539.60 billion Taka which is 1.70% of total GDP. The pandemic also negatively affected employment opportunities, tourists’ arrival rate, hotel occupancy rate, and total tourism expenditures. On the other hand, despite some negative issues, Covid-19 impacted positively on the natural environment. The air quality improved, water pollution, noise pollution, consumption of natural resources, emission of greenhouse gas reduced notably. Considering the positive impacts on the environment, this study also formulated some possible recovery strategies to regain the economic losses through sustainable tourism development.

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Brío Carretero, Juan Francisco del, and Miryam-de-la-Concepción González-Rabanal. "España, ¿Un país de servicios de bajo valor añadido con una Seguridad Social en peligro? = Spain, a country of low added value services with a Social Security in danger?" Revista de Humanidades, no. 35 (October 11, 2018): 55. http://dx.doi.org/10.5944/rdh.35.2018.18319.

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Resumen: El mercado de trabajo español se recupera después de haber experimentado una importante transformación tras superar la profunda crisis económica reciente. El resultado que se vislumbra de esta transformación es el trasvase de puestos de trabajo de alto valor añadido de la industria y los servicios, hacia otros de menor valor añadido en los servicios personales y de hostelería. Este cambio también afecta a las cuentas de la Seguridad Social, ya que los ingresos por cotizaciones sociales disminuyen debido a que estos puestos de trabajo tienen bases de cotización inferiores. No obstante, esta recuperación del empleo podría tener continuidad hacia puestos de trabajo de mayor cualificación.Abstract: The Spanish labor market recovers after having undergone a major transformation after overcoming the recent deep economic crisis. The result of this transformation is the transfer of jobs of high added value of industry and services by others with less added value in personal and hotel services. This change also affects Social Security accounts, because income from social contributions decrease due to these jobs have lower contribution bases. However, this recovery in employment could continue to higher-skilled jobs.

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Kuo, Nien-Te, Kuo-Chien Chang, Yi-Sung Cheng, and Chia-Hui Lai. "Investigating the Effect of Service Quality on Customer Loyalty in the Hotel Industry: The Mediating Role of Customer Satisfaction and the Moderating Roles of Service Recovery and Perceived Value." Journal of China Tourism Research 9, no. 3 (July 2013): 257–76. http://dx.doi.org/10.1080/19388160.2013.812896.

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Morozova, Irina Anatolievna, Elena Gennadievna Gushchina, Yulia Olegovna Aleksikova, and Anastasia Aleksandrovna Goncharova. "Assessment of status, problems and trends in development of tourist service market in Russian regions in terms of COVID-19 pandemic." Vestnik of Astrakhan State Technical University. Series: Economics 2021, no. 2 (June 30, 2021): 119–28. http://dx.doi.org/10.24143/2073-5537-2021-2-119-128.

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The article examines the impact of the novel coronavirus infection (COVID-19) pandemic on the tourism and hospitality industry. Based on an assessment of the scale of losses incurred by enterprises in this sector of the economy in an unfavorable epidemiological situation, it was concluded that tourism was among the industries most affected by the COVID-19 pandemic. The identified problems faced by small and medium-sized businesses from among tour operators and travel agencies confirmed the correctness of the measures of state support provided by the state to this sector of the economy. A comparative analysis of the development of the tourism sector in 2019 and 2020 in terms of such parameters as the number of inbound and outbound trips of citizens, the volume of demand for tourism services, made it possible to assess the threats and opportunities for the functioning of the tourism sector during the pandemic for the Russian economy and suggest that the recovery of the tourism industry it may take at least three years. There have been illustrated the diagrams comparing the demand for outbound and inbound tourism in 2019 and 2020, the demand for tourist services among different strata of the population, and hotel occupancy in Russia. In addition to identifying general factors that hinder the balanced growth of the Russian market of tourist services, the problem of information asymmetry was stated, which hinders the realization of the tourist potential in the regions: lack/ insufficient data, or distorted data on the tourism potential in certain territories. The highlighted trends in the development of the Russian tourism industry in the current conditions and promising trends in the tourism and hospitality industry include greening, digitalization, individualization of both demand and supply, an orientation towards domestic tourism.

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Schmidt, Joshua, and Alex Altshuler. "The Israeli travel and tourism industry faces COVID-19: developing guidelines for facilitating and maintaining a nuanced response and recovery to the pandemic." Worldwide Hospitality and Tourism Themes 13, no. 3 (May 31, 2021): 340–56. http://dx.doi.org/10.1108/whatt-01-2021-0016.

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Purpose This paper aims to discuss how the tourism industry is contending with the economic and interorganizational challenges wrought by the COVID-19 outbreak and heightened by a lack of communication between the government and local businesses in the state of Israel. The researchers examine the dependency of the tourism industry on the general preparation programs that were developed and are currently being deployed by the relevant national stakeholders and question whether instead, it should use the pandemic as a catalyst for formulating its own nuanced tourism-travel-and-hospitality-oriented strategies and procedures. Design/methodology/approach Applying an ethnographic-based mix-methods research approach, this paper draws on insights from data compiled by fusing existing theoretical and emerging practical knowledge with empirical research (qualitative and quantitative) conducted among numerous relevant macro (governmental/centralized industry) and micro (hotels, travel and tourism operators and service providers) stakeholders as well as potential consumers. Findings It is essential that national and local government bodies form collaborative interorganizational relationships with local stakeholders to jointly activate case-specific hospitality and travel-specific risk mitigation management strategies. Moreover, the pandemic laid bare the tentative and fragile nature of the globalized tourism industry supply and demand chains, a condition that may be remedied via a pivot toward using national or even regional supply chains and goods and service providers. Within Israel, such changes could lead to increased economic benefits that extend beyond the tourism industry to provide certain security-related benefits. Originality/value Relating to idiosyncratic factors relevant to an Israeli cultural context, this paper uses the ethnographic field-borne familiarity of the researchers with the tourism and travel industries in Eilat and the Dead Sea to offer applicable suggestions for leveraging certain industry resources to both meet the demands of the present-day circumstances and cultivate a multifaceted organizational web of macro and micro social, economic and environmental networks so as to foster a more diversified and therefore resilient local tourism and travel economy.

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Andirin, Cisil, Miguel Moital, and Carla Pinto Cardoso. "Service failures as organisational crises in business travel: Origins and operational strategies as perceived by events professionals." Revista Brasileira de Pesquisa em Turismo 11, no. 3 (September 14, 2017): 480–502. http://dx.doi.org/10.7784/rbtur.v11i3.1342.

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Justified purpose of the topic: Research on crisis management in the meetings industry only focused on the process of crisis preparedness and the perception of meeting planners towards crises, with little research carried out on the strategies adopted to manage crisis within the meetings industry. Objective: This paper explores crisis management perceptions and practices by meetings professionals from two perspectives: origins of crisis and crisis management strategies. Methodology: The study adopted an exploratory perspective through interviewing 11 Turkish meeting planners who were asked to revisit past crisis experiences through the critical incident technique. Results: Meetings were shown to be highly prone to smaller scale, operational crisis in particular. Therefore, to meeting planners crises are more about service failures than major disruptive events that question the organisation’s existence as per the traditional definition of crisis. Crises are classified using a matrix that considers the source of the crisis (internal/external) and the degree of control (controllable/non-controllable). Meeting planners tend to attribute crises events to others than themselves and perceive them as mostly uncontrollable, related third party suppliers (including venues/hotels) and clients. Crisis management strategies employed in each of the four phases of crisis (prevention/preparation, coping, recovery and learning) were carried out at an individual level, with little formalisation at the organisational level evident. Negative perceptions about the need for formalisation were reflected in the rejection of developing crisis management plans. Originality: This paper contributes to the literature by demonstrating that crisis management frameworks can be employed to examine crises that are essentially service failures. As a consequence, the distinction between the notions of service failure and crisis may be artificial rather than real. Therefore, researchers planning studies on crises-service failure should consider looking at both literatures in order to integrate both bodies of knowledge.

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Fedyshyn, Iryna, and Liudmyla Maliuta. "The crisis impact on the tourist business development." Socio-Economic Problems and the State 22, no. 1 (2020): 36–47. http://dx.doi.org/10.33108/sepd2020.01.036.

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The purpose of this research is to analyze and assess trends of the tourism industry in the world, and in Europe in particular and study the impact of the crisis caused by the COVID-19 virus on the functioning of tourism and hospitality agencies and firms. The materials of official statistical data of Eurostat, OECD countries, UNWTO, reports of the Tourism and Resorts State Agency of Ukraine and State Border Guard Service of Ukraine were used. During the research it was found that globalization challenges, opportunities and threats associated with it are changing the way businesses operate, especially those working in the tourism, hotel and restaurant business. The instability of the world social and political situation, economic crises and slow recovery affect the distribution, production of goods and services, access to the necessary resources. Global development of the tourism sector during 2010-2019 and its impact on GDP of some countries is presented in the article. The characteristic of the tendency of change of the share of GDP formed in the field of tourism in the world from 2000 to 2019 and the list of the countries with the largest share of tourist incomes in GDP in 2019 are given in the article. An analysis of the tourism business at the beginning of 2020 and the impact of the COVID-19 coronavirus on its functioning are presented. It was found that in the first quarter of 2020 there was a decrease in international world tourist flows by 22%, the number of tourist flows in March of 2020 decreased by 57%. This has led to a loss of about $ 80 billion in tourism. The tourism industry has faced an unprecedented conflict of threats: on the one hand - fear for human health and life, and on the other - economic losses from quarantine measures, which lead to the impoverishment of individuals and entire nations. The situation is complicated by the fact that investment problems of leading industries have to be solved in a crisis conditions, when the freezing of funds for specific projects has a very negative impact on the efficiency of the entire economic system and, consequently, nation`s welfare. Proposals for anti-crisis management of tourist infrastructure facilities are given.

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Zoghbi-Manrique-de-Lara, Pablo, Miguel A. Suárez-Acosta, and Teresa Aguiar-Quintana. "Hotel Guests’ Responses to Service Recovery." Cornell Hospitality Quarterly 55, no. 2 (November 28, 2013): 152–64. http://dx.doi.org/10.1177/1938965513513348.

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Ching Yick Tse, Eliza, and Suk-Ching Ho. "Service Quality in the Hotel Industry." Cornell Hospitality Quarterly 50, no. 4 (June 17, 2009): 460–74. http://dx.doi.org/10.1177/1938965509338453.

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Badarch, Lkhamtseden, and Altanchimeg Zanabar. "Dimensions of Hotel Service Quality in Mongolia." Jurnal Ilmiah Peuradeun 5, no. 2 (May 27, 2017): 141. http://dx.doi.org/10.26811/peuradeun.v5i2.130.

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Service quality has emerged as an important area in the hotel industry for decades. Thus, it is essential that service providers understand customer expectations and perceptions as well as the factors that influence their evaluation and satisfaction with the provided service. Hotel industry is growing each year in Mongolia. Realizing the increase in competition among hotels, hotel managers are focusing on improving the elements which contribute to service quality for customers of the hotel industry in Mongolia. The quality of service in hotel industry is an important factor of successful business. This study identifies the effects of various elements of hotel industry which affects customer satisfaction. Almost all researchers utilized service quality model and adopted their SERVQUAL instrument, based on the concept that service quality differs from industry to industry. Examining additional dimensions, identified by customers, it should be included in the service quality concept. Further, the level of importance of each specific dimension for the users of hotel services in Mongolia is then measured.

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Asirifi, Gloria Honny. "Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana." Science Journal of Business and Management 2, no. 5 (2014): 131. http://dx.doi.org/10.11648/j.sjbm.20140205.13.

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Wongsunopparat, Sumas, and Pranee Jaroensuk. "Suitable Leadership Style for Service Industry in Bangkok." International Journal of Learning and Development 11, no. 1 (February 22, 2021): 39. http://dx.doi.org/10.5296/ijld.v11i1.18144.

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The main research question for this study “which leadership style is the most suitable for hotel industry in Thailand”. This study adopted a case study of Centara hotel & Resorts hotel chain. Study was conducted using anonymous online questionnaire. The Structural Equation Modeling (SEM) was used to test structural relationship in the model between various variables in the study. The finding of this study suggested that there is a significant relationship between autocratic relationship, high turnover intention, and low job satisfaction. In addition, the study found significant correlation between transformational leadership and democratic leadership with high job satisfaction and low turnover intention. This finding suggested that autocratic relationship is an ineffective leadership style to govern hotel employees in Thailand. On the other hand, both transformational leadership and democratic leadership are both effective leadership style that can possibly enhance employee job satisfaction and reduce turnover intention. With consideration to the various departments in the hotel, the study also found that front office or reception, as well as food and beverage service department have significant correlation with democratic leadership style. Other leadership styles, including Laissez faire leadership, autocratic leadership, charismatic leadership, and transactional leadership show no significant relationship with employee job satisfaction and turnover intention. Thus, the finding of this study identified effective leadership style for hotel industry as transformational leadership and democratic leadership. The finding obtained from this study is novice and contribute greatly toward existing body of research as none of the past study have been conducted to investigate effectiveness of various leadership style in the context of Thai ever before. Lastly, this research is also extremely useful for hotel strategic human capital management to be able come up with the winning HRM & HRD strategy to get the right kind of leaders and potential successors in their organizations in a highly rivalry intensity of over-supply hotel industry.

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Putri, Luccy Avrindy Ragilia, Bambang Irawan, and Elok Sri Utami. "Pengaruh Service Recovery terhadap Customer Satisfaction pada Hotel Royal Jember." Jurnal Ekonomi Akuntansi dan Manajemen 18, no. 2 (September 27, 2019): 75. http://dx.doi.org/10.19184/jeam.v18i2.13999.

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This article aims to determine the effect of service recovery consisting of procedural justice, interactional justice and distributive justice on customer satisfaction in guests Hotel Royal Jember. Methods of data collection is done by distributing questionnaires to 104 respondents who are guests Hotel Royal Jember with the following criteria must be at least 17 years because they have had the income and memampu use the services of the hotel and was the guest of Hotel Royal Jember ever experienced keluihan when using the services of Hotel Royal Jember , The data used in this study are primary data and secondary data. The data analysis method used is logistic regression analysis. The results showed that the variables used are service recovery consisting of procedural justice, interactional justice and distributive justice effect on customer satisfaction in guests Hotel Royal Jember Keywords: Distributive Justice, Interactional Justice, Procedural Justice, Customer Satisfaction.

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Rosli, Nuraina Nadiah, and Siti Rohaida Mohamed Zainal. "THE ROLES OF SUPPORTIVE MANAGEMENT AND EMPLOYEES’ COMMITMENT TO SERVICE QUALITY TOWARDS SERVICE RECOVERY PERFORMANCE AMONG HOTEL EMPLOYEES IN MALAYSIA." Journal of Tourism, Hospitality and Environment Management 5, no. 18 (March 15, 2020): 78–87. http://dx.doi.org/10.35631//jthem.518007.

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Service recovery performance is highly significant in the hotel sector as it ensures customers’ satisfaction and loyalty. Long and inconsistent working hours and schedules, along with strenuous tasks, are the norm for jobs in the hotel sector and these challenging traits can greatly effect the job performance of hotel employees. Hence it is fundamental to identify the factors affecting their performance of service recovery. In developed countries, a large number of studies have been reported on service recovery performance. However, only a small number of such studies have been undertaken in developing countries. In addition, the number of studies on the effects of supportive management and employees’ commitment to service quality in influencing their service recovery performance is also limited. Hence, the purpose of the current study is to investigate the effects of supportive management and employees’ commitment to service quality towards service recovery performance, amongst 3-star hotels situated in the northern region of Peninsular Malaysia. The data was collected from a total of 104 hotel employees and analysed using the structural equation modeling-partial least square (SEM-PLS) approach. The outcomes unveiled that supportive management and employees’ commitment to service quality has a significant, positive effect on service recovery performance. In conclusion, the outcomes lead to the hotel sector and the existing body of knowledge by verifying the relevance of equity theory in service recovery performance in the hotel sector framework.

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Wu, Hung-Che, and Yong Jae Ko. "Assessment of Service Quality in the Hotel Industry." Journal of Quality Assurance in Hospitality & Tourism 14, no. 3 (July 2013): 218–44. http://dx.doi.org/10.1080/1528008x.2013.802557.

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YILMAZ, IBRAHIM. "Measurement of Service Quality in the Hotel Industry." Anatolia 20, no. 2 (December 2009): 375–86. http://dx.doi.org/10.1080/13032917.2009.10518915.

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Tang, Ta-Wei, Michael Chih-Hung Wang, and Ya-Yun Tang. "Developing service innovation capability in the hotel industry." Service Business 9, no. 1 (December 3, 2013): 97–113. http://dx.doi.org/10.1007/s11628-013-0220-z.

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Ishaq, Muhammad Ishtiaq, Nazia Hussain, Ali Ijaz Asim, and Luqman J. Cheema. "Brand equity in the Pakistani hotel industry." Revista de Administração de Empresas 54, no. 3 (June 2014): 284–95. http://dx.doi.org/10.1590/s0034-759020140304.

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Brand equity is considered as the most important aspect of branding, which is a set of brands' assets and liabilities, its symbol or name that subtracts from or adds the value provided by a product or service to a firm and customers. The current research endeavor was to identify the interrelationship of customer-based brand equity dimensions (brand awareness, brand loyalty, brand image, and service quality) in Pakistani hotel industry. Data was collected from 821 consumers who experienced the services of Pakistani five star hotels from multiple locations. Mediating regression and stepwise regression analyses were applied for investigation of study hypotheses. Results pointed out positive and significant influences of service quality on all other dimensions of brand equity whereas partial mediations were endorsed among the variables. Researchers and practitioners implications are discussed.

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Tao, Jue. "Evaluation of Service-Oriented English Practice Teaching under Resource Sharing -- A Case Study of English in Hotel Industry." Advances in Higher Education 3, no. 2 (October 10, 2019): 134. http://dx.doi.org/10.18686/ahe.v3i2.1430.

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<p>Hotel service is an indispensable part in the field of tourism, and its service level has a direct impact on the tourism industry. From the perspective of the current development of China's hotel industry, both its scale and service level are constantly improving. But from the perspective of internationalization, with the continuous improvement of service standards in the industry, China's hotel industry is still facing a severe situation.Service-oriented English is an important communication tool in the service industry. The mastery of this kind of English by service personnel directly determines the quality of service, and also influences the whole service industry.Therefore, in recent years, educators attach great importance to the evaluation of this kind of practical English teaching.</p>

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Omar Ali, Siti Rapidah, Siti Norsuhaizam Norizan, Nur Shafini Mohd Said, Khalid Amin Mat, and Fatanah Jislan. "Assessing Customer Satisfaction Towards Service Quality in the Hospitality Industry." Jurnal Intelek 16, no. 1 (January 26, 2021): 67–73. http://dx.doi.org/10.24191/ji.v16i1.365.

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It is proven true that the main subjects addressed by every service industry nowadays are service quality and customer satisfaction. Hence, virtuous customers’ evaluation of services is crucial for the firms. Delivering good quality service is leading to attain today’s competitive environment. This study attempts to assess the relationship between service quality and customer satisfaction in the hotel industry in Malaysia. SERVQUAL model of service quality has been used to measure the relationship between three independent variables namely Tangibility, Reliability and Responsiveness and a dependent variable that is customer satisfaction. A number of 217 hotel guests in a three-star hotel in Kuala Terengganu were selected as a sample by using a convenience sampling method. The questionnaire was used as a research instrument in a survey approach. The findings indicated that all three dimensions of service quality have a positive relationship with customer satisfaction. Responsiveness seems to be the most significant factor in satisfaction. This study contributes to the enhancement and standardization of service quality management in firms especially the hotel industry in Malaysia. The findings would offer better understanding and recommendations for hotel management transformation and practices.

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Robiansyah, Robiansyah. "Service Culture: Concept And Measurement." FORUM EKONOMI 19, no. 2 (January 10, 2018): 220. http://dx.doi.org/10.29264/jfor.v19i2.2128.

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This paper aims to review several studies on service culture in term of concept and measurement aspect. Conceptual review is urgent to guide scholars develop and choose the best concept which is represented the phenomenon in human resource management context. Meanwhile, for empirical studies, it is important for researcher using appropriate measurement in its questionnaire development. As result, this paper suggest a set of indicators to measure service culture in hotel industry. Keywords: Service culture, conceptualizing, measurement, and hotel industry.

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Tsang, Nelson, and Hailin Qu. "Service quality in China’s hotel industry: a perspective from tourists and hotel managers." International Journal of Contemporary Hospitality Management 12, no. 5 (September 2000): 316–26. http://dx.doi.org/10.1108/09596110010339706.

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Marković, Suzana, Sanja Raspor Janković, and Vedran Zubović. "THE IMPACTS OF ROBOTS AND ARTIFICIAL INTELLIGENCE ON SERVICE QUALITY IN THE HOTEL INDUSTRY." Balkans Journal of Emerging Trends in Social Sciences 3, no. 2 (December 2020): 163–70. http://dx.doi.org/10.31410/balkans.jetss.2020.3.2.163-170.

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Service robots and artificial intelligence promise to improve the service quality. Robotics in combination with rapidly improving technologies like artificial intelligence, bring opportunities for a wide range of innovations that have the potential to change service quality in hotel industry. Based on an extensive literature review, this article presents the acceptance of service robots in hotel industry. The paper acknowledges that the adoption of the robots and artificial intelligence on service quality is focused on the challenges of technological characteristics, customers’ readiness and practical effectiveness of the business. The study provides a comprehensive and systematic review of robots and AI concepts in a hotel industry and examines their impacts on service quality. The hotel industry future is going to be affected with high-tech tourism companies offering robot-automated services which rely on guidance to adopt and integrate robotics into their customer service operations.

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Aggabao, Burton A., and Fermin G. Castillo Jr. "Service Quality of Hotels in Abu Dhabi, UAE." GATR Journal of Management and Marketing Review 1, no. 1 (December 21, 2016): 24–32. http://dx.doi.org/10.35609/jmmr.2016.1.1(4).

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Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of datadisclosed that the service quality of hotels in Abu Dhabi was appraised as "very good to excellent". Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty - The hotel industry in the UAE is sustainable due to the UAE's progressive plans and competitiveness. Type of Paper - Empirical Keywords: Tourism; Tourist, Service Quality; Customer Service;Hospitality Management. JEL Classification: M10, M31.

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Ryglová, Kateřina, Ida Vajčnerová, and Jakub Šácha. "Approaches to quality management in hotel industry." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 61, no. 7 (2013): 2693–99. http://dx.doi.org/10.11118/actaun201361072693.

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The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities.

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Gherissi‐Labben, Thouraya, Roland Schegg, and Jamie Murphy. "E‐mail customer service in the Tunisian hotel industry." Tourism Review 58, no. 2 (February 2003): 18–26. http://dx.doi.org/10.1108/eb058405.

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Frey, Susanne, Roland Schegg, and Jamie Murphy. "E-Mail Customer Service in the Swiss Hotel Industry." Tourism and Hospitality Research 4, no. 3 (March 2003): 197–212. http://dx.doi.org/10.1177/146735840300400302.

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This research explored the state of electronic customer service in Switzerland by e-mailing a typical room query to a random and stratified sample of 200 hotels. Based on the hotel responses, this study found that guests had less than a one in ten chance of receiving a prompt, polite and personal reply. Diffusion of innovations helps explain the poor e-mail replies by Swiss hoteliers. The quality of reply differed across hotel size, category, online relationship marketing tools and linguistic region while responsiveness differed across online relationship marketing tools, geographic location and linguistic region. This study suggests that hotels can gain an immediate competitive advantage by implementing basic e-mail procedures.

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Cheng, Bao, Gongxing Guo, Jian Tian, and Ahmed Shaalan. "Customer incivility and service sabotage in the hotel industry." International Journal of Contemporary Hospitality Management 32, no. 5 (April 16, 2020): 1737–54. http://dx.doi.org/10.1108/ijchm-06-2019-0545.

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Purpose Using equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge motivation and the moderating effect of emotion regulation. Design/methodology/approach A multi-wave, multi-source questionnaire survey was conducted with 291 employee–supervisor dyads at chain hotels in Shenzhen, China. Previously developed and validated measures for customer incivility, revenge motivation, emotion regulation and service sabotage were adopted to test the hypotheses. Findings Customer incivility increased employees’ revenge motivation and service sabotage. Emotion regulation acted as a boundary condition for customer incivility’s direct effect on revenge motivation and its indirect effect on service sabotage through revenge motivation. Cognitive reappraisal mitigated the detrimental influence of customer incivility, whereas expressive suppression worsened its adverse effects. Practical implications Managers should monitor and deter the emergence of uncivil behaviors, provide psychological support for employees experiencing customer incivility and encourage these employees to use cognitive reappraisal rather than expressive suppression as an emotion regulation strategy. Originality/value To the authors’ knowledge, no prior research has investigated the customer incivility–service sabotage relationship in the hotel industry. This study sheds light on how customer incivility can motivate service sabotage among hotel employees. Furthermore, the authors used equity theory rather than the commonly adopted resources perspective to offer new insights into the customer incivility–service sabotage relationship.

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Journal articles on the topic 'Service recovery hotel industry'

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