hotel

Good Essays
Cornell Hospitality Quarterly http://cqx.sagepub.com/ Hotel Guests ' Responses to Service Recovery: How Loyalty Influences Guest Behavior
Pablo Zoghbi-Manrique-de-Lara, Miguel A. Suárez-Acosta and Teresa Aguiar-Quintana
Cornell Hospitality Quarterly published online 28 November 2013
DOI: 10.1177/1938965513513348
The online version of this article can be found at: http://cqx.sagepub.com/content/early/2013/11/27/1938965513513348 A more recent version of this article was published on - Mar 25, 2014

Published by: http://www.sagepublications.com On behalf of:

Cornell University School of Hotel Administration

Additional services and information for Cornell Hospitality Quarterly can be found at:
Email Alerts: http://cqx.sagepub.com/cgi/alerts
Subscriptions: http://cqx.sagepub.com/subscriptions
Reprints: http://www.sagepub.com/journalsReprints.nav
Permissions: http://www.sagepub.com/journalsPermissions.nav

Version of Record - Mar 25, 2014
>> OnlineFirst Version of Record - Nov 28, 2013
What is This?

Downloaded from cqx.sagepub.com at Sejong University on May 6, 2014

513348 research-article2013 CQXXXX10.1177/1938965513513348Cornell Hospitality QuarterlyZoghbi-Manrique-de-Lara et al.

Article

Hotel Guests’ Responses to Service
Recovery: How Loyalty Influences Guest
Behavior

Cornell Hospitality Quarterly
XX(X) 1­–13
© The Author(s) 2013
Reprints and permissions: sagepub.com/journalsPermissions.nav DOI: 10.1177/1938965513513348 cqx.sagepub.com Pablo Zoghbi-Manrique-de-Lara1, Miguel A. Suárez-Acosta1, and Teresa Aguiar-Quintana1

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



References: Aherne, M., C. B. Bhattacharya, and T. Gruen. 2005. Antecedents and consequences of customer–company identification: Anderson, J. C., and D. W. Gerbing. 1988. Structural equation modelling in practice: A review and recommended two-stepapproach Anderson, J. C., and J. A. Narus. 1990. A model of distributor firm and manufacturer firm working partnerships Ashforth, B. E., and F. Mael. 1989. Social identity theory and the organization Bagozzi, R. P., and Y. Yi. 1988. On the evaluation of structural equation models Bailey, J. J., D. D. Gremler, and M. A. McCollough. 2001. Service encounter emotional value: The dyadic influence of customer Baron, R. M., and D. A. Kenny. 1986. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations Bendapudi, N., and L. Berry. 1997. Consumers motivations for maintaining relationships with service providers Bennett, R. J., and S. L. Robinson. 2000. Development of a measure of workplace deviance. Journal of Applied Psychology 85 (3): 349-60. Berry, L. L., and A. Parasuraman. 1991. Marketing services: Competing through quality Bettencourt, L. A. 1997. Customer voluntary performance: Customers as partners in service delivery Betts, T. K., M. S. Wood, and S. K. Tadisina. 2011. The impact of failure severity, prior failure, and company control on service Blau, P. M. 1964. Exchange and power in social life. John Wiley. Boshoff, C. 1997. An experimental study of service recovery options. International Journal of Service Industry Management 8 (2): 110-30. Boshoff, C., and J. Leong. 1998. Empowerment, attribution and apologising as dimensions of service recovery: An experimental study Bowen, D. E. 1986. Managing customers as human resources in service organizations Buskens, V., W. Raub, and C. Snijders. 2003. Theoretical and empirical perspectives on the governance of relations in markets and organizations Brown, J. T., D. L. Cowles, and T. L. Tuten. 1996. Service recovery: Its value and limitations as a retail strategy. International Journal of Service Industry Management 7 (5): 32-46. Conlon, D. E., C. J. Meyer, and J. M. Nowakowski. 2005. How does organizational justice affect performance, withdrawal, Cross, R., and J. Smith. 1995. Customer bonding: Pathway to lasting customer loyalty. Chicago: NTC Business Books. Davidow, M. 2000. The bottom line impact of organizational responses to customer complaints de Ruyter, K., and M. Wetzels. 2000. Customer equity considerations in service recovery: A cross-industry perspective. Folger, R. 2001. Fairness as deonance. In Research in social issues in management, ed Ford, W. S. Z. 1995. Evaluation of the indirect influence of courteous service on customer discretionary behavior. Human Communication Research 22 (1): 65-89. Fornell, C., and D. F. Larcker. 1981. Evaluating structural equation models with unobservable variables and measurement error Fullerton, R. A., and G. Punj. 1993. Choosing to misbehave: A structural model of aberrant consumer behavior Fullerton, R. A., and G. Punj. 2004. Repercussions of promoting an ideology of consumption: Consumer misbehavior Gelbrich, K., and H. Roschk. 2011. A meta-analysis of organizational complaint handling and customer responses. Journal of Service Research 14 (1): 24-43. Grandey, A. A., D. N. Dickter, and H. Sin. 2004. The customer is not always right: Customer aggression and emotion regulation Downloaded from cqx.sagepub.com at Sejong University on May 6, 2014 12

You May Also Find These Documents Helpful

  • Satisfactory Essays

    Hotel and Boutique Hotels

    • 550 Words
    • 3 Pages

    travel agencies Global Premium Hotels Ltd (Economy to Mid-Tier Hotels A.K.A Budget Hotels) Threats Faced by Global Premium Hotels Ltd Demographic Segments Sociocultural Political/Legal Technological Economic Porter’s Five Force Model of Industry Competition Threat of New Entrants The threat of new entrants into the hotel industry is generally low, due to high barriers to entry. However, comparing budget and boutique hotels, the threat of new entrants is significantly…

    • 550 Words
    • 3 Pages
    Satisfactory Essays
  • Powerful Essays

    Hotel

    • 3839 Words
    • 16 Pages

    A hotel is an establishment that provides lodging paid on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-barwith snack foods and drinks, and facilities for…

    • 3839 Words
    • 16 Pages
    Powerful Essays
  • Good Essays

    Hotels

    • 11976 Words
    • 48 Pages

    * Berjaya Makati hotel * 7835 Makati Avenue Corner Eduque StreetMakati City, Philippines 1209 * Tel : + (632) 750 7500Fax : + (632) 750 6783 * To discover most of Manila with ease, guests can use Berjaya Makati Hotel as their home base. The hotel has 167 guestrooms, each equipped with industry-standard amenities for guests' comfort. Guestroom appointments consist of room safe, data port, mini bar, daily newspaper, non-smoking rooms and voicemail system. This Manila hotel has everything you…

    • 11976 Words
    • 48 Pages
    Good Essays
  • Powerful Essays

    Hotel

    • 1640 Words
    • 7 Pages

    A HOTEL PRACTICUM REPORT ON IVORY HOTEL AND SUITES Buntun Highway, Tuguegarao City, Cagayan, Philippines April 23, 2013 to May 18, 2013 In partial fulfillment of the requirements for the course HIM 71 Hotel Practicum (OJT) For the degree in Bachelor of Science in Hospitality Industry Management COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT Cagayan State University Andrews Campus, Tuguegarao City SUBMITTED TO: CRISTINA S. SORIANO SUBMITTED BY: ANDREA S. LACAMBRA SUBMITTED…

    • 1640 Words
    • 7 Pages
    Powerful Essays
  • Better Essays

    hotel

    • 3190 Words
    • 13 Pages

    been a place where people from all status and spheres could have their moments in accommodation. Hotel The word hotel can be defined as public place which provides lodging and boarding to the genuine customer’s are payment it is regarded as a commercial catering established that provides the facility of food and beverage along with accommodation and entertainment. British law has defined ‘hotel’ or ‘Inn’ as a place where a beneficed travelers can receive food and shelter provided he is in position…

    • 3190 Words
    • 13 Pages
    Better Essays
  • Powerful Essays

    hotel

    • 9519 Words
    • 39 Pages

    sources used A hotel is an establishment that provides lodging paid on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe,…

    • 9519 Words
    • 39 Pages
    Powerful Essays
  • Powerful Essays

    hotel

    • 1075 Words
    • 5 Pages

    business enterprises, schools, hospitals, government and non government services. However, some of them are still using manual system. In this regard, we acknowledge the value of computerized system. As of today’s generation, there are already many hotel existing. One of which is D’ Budgetel that serves private rooms and dormitory type. It is…

    • 1075 Words
    • 5 Pages
    Powerful Essays
  • Satisfactory Essays

    Hotel

    • 1031 Words
    • 5 Pages

    Indian Hotel Industry Overview & Opportunities • Ask a question Raise your hand Type question Australia Unlimited Contents • • • • • • • • • • Key facts Advantage India Market overview Emerging Trends Investments Key initiatives Opportunities About HICSA 2011 Hotel development mission AUSTRADE INDIA – Travel and Tourism KEY FACTS AT A GLANCE • Contribution of travel and tourism to GDP expected to rise from AUD 120 bn in year 2010 to AUD 350 bn by year 2020 • Average growth…

    • 1031 Words
    • 5 Pages
    Satisfactory Essays
  • Satisfactory Essays

    Hotels

    • 822 Words
    • 4 Pages

    Best Western Plus Antel Hotel Vs Holiday Inn Best Western Plus Antel Hotel has a full-service spa, an outdoor pool, and an indoor pool. Complimentary wireless Internet access is available in public areas. Business amenities at this 3-star property include a business center, a meeting/conference room, and limo/town car service. This family-friendly hotel offers a poolside bar. The staff can provide concierge services, wedding services, and event catering. Additional amenities include a children's…

    • 822 Words
    • 4 Pages
    Satisfactory Essays
  • Good Essays

    hotel

    • 555 Words
    • 3 Pages

    strategies are trend to have higher labor productivity, especially in some organizations which require heavy capital (Koch & McGrath 1996, 335-354). Therefore, Shangri-La have extensive training program to enhance service quality in this upper class hotel. Quality service is the competitive advantage of Shangri-La. It provides training to lead loyal employees to provide the excellent service to all customers. Employee is intangible resource, it is difficult and costly to imitate. Therefore, it helps…

    • 555 Words
    • 3 Pages
    Good Essays