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Do organizational service recovery actions impact on hotel guests future intentions and does speed of recovery matter?

Polonsky, Michael and Bhandari, Mahesh 2006, Do organizational service recovery actions impact on hotel guests future intentions and does speed of recovery matter?, in CAUTHE 2006 : to the city and beyond : proceedings of the Council for Australian University Tourism and Hospitality Education, Victoria University, Melbourne, Vic., pp. 779-793.

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Title Do organizational service recovery actions impact on hotel guests future intentions and does speed of recovery matter?
Author(s) Polonsky, Michael
Bhandari, Mahesh
Conference name Council for Australian University Tourism and Hospitality Education. Conference (2006 : Melbourne, Vic.)
Conference location Melbourne, Vic.
Conference dates 6-9 Feb 2006
Title of proceedings CAUTHE 2006 : to the city and beyond : proceedings of the Council for Australian University Tourism and Hospitality Education
Editor(s) Tremblay, Pascal
Boyle, Alicia
Publication date 2006
Conference series Council for Australian University Tourism and Hospitality Education Conference
Start page 779
End page 793
Publisher Victoria University
Place of publication Melbourne, Vic.
Keyword(s) service recovery
tourism
hospitality
consumer intentions
customer loyalty
Summary This 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.
Notes Reproduced with the specific permission of the copyright owner.
ISBN 0975058517
9780975058510
Language eng
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
HERDC Research category E1.1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30016261

Document type: Conference Paper
Collections: School of Management and Marketing
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