Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/47776
Title: The influence of service recovery and loyalty on perceived service quality: a study of hotel customers in Spain
Authors: Moreno Gil, Sergio 
Hudson, Simon
Aguiar Quintana, Juana Teresa 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Destinos turísticos
Hoteles
Issue Date: 2006
Publisher: 1050-7051
Journal: Journal of Hospitality and Leisure Marketing 
Abstract: This article analyzes two crucial aspects of services marketing, service recovery and customer loyalty, and their influence on perceived service quality. SERVQUAL was used as the instrument for measuring service quality, and hotel customers in Spain made up the sample. The application of factor analysis highlights a clear distinction between tangible and non-tangible dimensions of service quality for both hotel receptions and hotel restaurants. The results indicate that for non-tangible dimensions of service quality, the quality of service perceived by customers will increase if the customer is loyal, and/or if the customer experiences a service recovery during the visit. However, for tangible dimensions, these two factors have no influence on perceived service quality. Theoretical and practical implications are discussed.
URI: http://hdl.handle.net/10553/47776
ISSN: 1050-7051
DOI: 10.1300/J150v14n02_04
Source: Journal of Hospitality and Leisure Marketing[ISSN 1050-7051],v. 14, p. 47-68
Appears in Collections:Artículos
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