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Perceptions Of Service Failure, Service Recovery Strategies, And Behavioral Intentions Of Hotel Guests In Orlando, Florida, I-Hua Lin

Graduate Student Dissertations, Theses, Capstones, and Portfolios

Numerous studies have shown a positive correlation between customer satisfactions and repurchase intention. However, service failure can put companies out of business if attention is not paid to this problem. This study explained the components of service recovery strategies used when service failure occurs in each situation in a hotel, and to link customer response to service recovery strategies to behavioral intention, as applied to the hotel industry in Orlando, Florida.

The purposes of this study were to investigate the explanatory relationships between hotel guests' sociodemographic characteristics and perceptions of (a) service failure; (b) service recovery strategies in each service …