Please use this identifier to cite or link to this item:
Title: Hotel guests' responses to service recovery: how loyalty influences guest behavior
Authors: Zoghbi-Manrique-de-Lara, Pablo 
Suarez-Acosta, Miguel A.
Aguiar-Quintana, Teresa
UNESCO Clasification: Investigación
Keywords: Service recovery
Customer dysfunctional behavior
Customer citizenship behavior
Guest behavior
Loyalty, et al
Issue Date: 2014
Publisher: 1938-9655
Journal: Cornell Hospitality Quarterly 
Abstract: Contrary 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.
ISSN: 1938-9655
DOI: 10.1177/1938965513513348
Source: Cornell Hospitality Quarterly [ISSN 1938-9655], v. 55 (2), p. 152-164
Appears in Collections:Artículos
Show full item record


checked on Dec 3, 2023


checked on Oct 2, 2022

Page view(s)

checked on Sep 23, 2023

Google ScholarTM




Export metadata

Items in accedaCRIS are protected by copyright, with all rights reserved, unless otherwise indicated.