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Do organizational service recovery actions impact on hotel guests future intentions and does speed of recovery matter?
conference contribution
posted on 2006-01-01, 00:00 authored by Michael PolonskyMichael Polonsky, M BhandariThis paper investigates hotel guests’ responses to organizational actions dealing with service failure. Eight service failure scenarios were used to identify guests’ intentions towards future visits. Guests’ intentions to switch hotels, revisit the property and remain loyal to the chain were found to vary based on the recovery efforts undertaken. This research found that empowering employees contribute to positive consumer intentions toward the service provider. Compensation was also found effective if offered through empowered employees. Speed of response to service failure was also identified as important action to improve consumer future intentions. Based on these findings, implications for future research are highlighted. Recommendations to the practitioners of hospitality and tourism sector were made for the management of failed service encounter.
History
Event
Council for Australian University Tourism and Hospitality Education. Conference (2006 : Melbourne, Vic.)Pagination
779 - 793Publisher
Victoria UniversityLocation
Melbourne, Vic.Place of publication
Melbourne, Vic.Start date
2006-02-06End date
2006-02-09ISBN-13
9780975058510ISBN-10
0975058517Language
engNotes
Reproduced with the specific permission of the copyright owner.Publication classification
E1.1 Full written paper - refereedCopyright notice
2006, CAUTHEEditor/Contributor(s)
P Tremblay, A BoyleTitle of proceedings
CAUTHE 2006 : to the city and beyond : proceedings of the Council for Australian University Tourism and Hospitality EducationUsage metrics
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