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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 …

Relationship Between Guest Perceptions Of Service Quality And Customer Loyalty In The Hotel Industry In South Florida, Chen-Hsien Lin

Graduate Student Dissertations, Theses, Capstones, and Portfolios

The chief goal hotels strive to accomplish is to satisfy and retain their customers. Previous research showed that contented hotel guests are more likely to revisit a hotel than guests who were somehow dissatisfied (Schall, 2003). South Florida is one of the most attractive destinations in the U.S. for tourists. The hotel industry in South Florida has grown rapidly in recent years to serve the increasing number of tourists. However, studies regarding the hotel industry in South Florida are limited. This study attempted to scrutinize and investigate the relationship between service quality and customer loyalty in the hotel industry in …

Cruise Lines Or The Islands: Who Is Getting The Top Dollars Out Of World Travelers In The Caribbean?, Daniel Jerusalmi

Graduate Student Dissertations, Theses, Capstones, and Portfolios

This paper will discuss the current tourism situation in the Caribbean. The two main topics of analyses are the cruise lines and different islands in the Caribbean. The two areas will be presented separately and at the end they will be linked for analyses and conclusion with the help of graphs, charts and surveys.

Puerto Rico, Curacao, Jamaica, and Barbados are the Caribbean islands chosen for this project.

Within the cruise lines section, the paper will review the history of the industry, the reasons behind today's great success, and possible outlooks for the future.

The Caribbean Islands section in this …