Identificador persistente para citar o vincular este elemento: http://hdl.handle.net/10553/53021
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dc.contributor.authorZoghbi-Manrique-de-Lara, Pabloen_US
dc.contributor.authorSuarez-Acosta, Miguel A.en_US
dc.contributor.authorAguiar-Quintana, Teresaen_US
dc.contributor.otherZoghbi-Manrique-de-Lara, Pablo-
dc.date.accessioned2019-02-04T14:46:18Z-
dc.date.available2019-02-04T14:46:18Z-
dc.date.issued2014en_US
dc.identifier.issn1938-9655en_US
dc.identifier.urihttp://hdl.handle.net/10553/43627-
dc.description.abstractContrary to conventional wisdom, loyalty may be a driver of hotel guests’ favorable behavior when they are satisfied with a hotel’s service recovery effort. Instead of having satisfaction with service recovery directly influencing guests’ supportive actions, loyalty acts as a precondition to consumers’ positive citizenship behavior. Moreover, the factors that drive such favorable behavior may be independent of those that cause guests to offer favorable word of mouth after a hotel stay. Based on a study of 288 guests in seven high-end hotels in Spain’s Canary Islands, satisfaction with service recovery has a direct effect on loyalty, which in turn has a strong effect on customer citizenship behaviors. However, loyalty plays its mediating role only on the effects of satisfaction with service recovery on favorable citizenship behavior. That is, the fact that a guest is loyal helps to explain why a guest decides to help the hotel after satisfactory service recovery. On the other hand, loyalty does not enter into the equation when a guest is not happy with the service recovery and elects to behave dysfunctionally, including trashing the room.en_US
dc.languageengen_US
dc.publisher1938-9655-
dc.relation.ispartofCornell Hospitality Quarterlyen_US
dc.sourceCornell Hospitality Quarterly [ISSN 1938-9655], v. 55 (2), p. 152-164en_US
dc.subjectInvestigaciónen_US
dc.subject.otherService recoveryen_US
dc.subject.otherCustomer dysfunctional behavioren_US
dc.subject.otherCustomer citizenship behavioren_US
dc.subject.otherGuest behavioren_US
dc.subject.otherLoyaltyen_US
dc.subject.otherRevisit intentionen_US
dc.titleHotel guests' responses to service recovery: how loyalty influences guest behavioren_US
dc.typeinfo:eu-repo/semantics/Articleen_US
dc.typeArticleen_US
dc.identifier.doi10.1177/1938965513513348
dc.identifier.scopus84898887913-
dc.identifier.isi000333400800003-
dcterms.isPartOfCornell Hospitality Quarterly-
dcterms.sourceCornell Hospitality Quarterly[ISSN 1938-9655],v. 55 (2), p. 152-164-
dc.contributor.authorscopusid23483233800-
dc.contributor.authorscopusid55548015000-
dc.contributor.authorscopusid55547345800-
dc.description.lastpage164-
dc.identifier.issue2-
dc.description.firstpage152-
dc.relation.volume55-
dc.type2Artículoen_US
dc.identifier.wosWOS:000333400800003-
dc.contributor.daisngid1723135-
dc.contributor.daisngid5806694-
dc.contributor.daisngid7965872-
dc.identifier.investigatorRIDC-6039-2011-
dc.identifier.investigatorRIDNo ID-
dc.contributor.wosstandardWOS:Zoghbi-Manrique-de-Lara, P
dc.contributor.wosstandardWOS:Suarez-Acosta, MA
dc.contributor.wosstandardWOS:Aguiar-Quintana, T
dc.date.coverdateMayo 2014
dc.identifier.ulpgces
dc.description.sjr1,319
dc.description.jcr1,746
dc.description.sjrqQ1
dc.description.jcrqQ1
dc.description.ssciSSCI
dc.description.erihplusERIH PLUS
item.grantfulltextnone-
item.fulltextSin texto completo-
crisitem.author.deptGIR TIDES: Economía, medioambiente, sostenibilidad y turismo-
crisitem.author.deptIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.orcid0000-0001-8056-0988-
crisitem.author.parentorgIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.fullNameZoghbi Manrique Lara,Pablo-
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