Towards the Development of a Lodging Service Recovery Strategy

Abstract

ABSTRACT This article presents findings from a survey of 613 hotel guests and indicates that guests' overall satisfaction regarding service failure and service recovery are higher when they believe that service failure is unstable and recovery is stable. Moreover, guests indicate they are more likely to return to the same hotel when they believe that service failure is unstable and recovery is stable. Finally, our results indicate that guests are actually more satisfied with their guest room when they believe that recovery is stable. Implications for managers' strategies are discussed.