|Title:||The influence of service recovery and loyalty on perceived service quality: a study of hotel customers in Spain||Authors:||Moreno Gil, Sergio
Aguiar Quintana, Juana Teresa
|UNESCO Clasification:||531290 Economía sectorial: turismo||Keywords:||Destinos turísticos
|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|
checked on Jul 25, 2021
checked on Jul 18, 2021
Items in accedaCRIS are protected by copyright, with all rights reserved, unless otherwise indicated.