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Significance of Service Recovery Effects on Customer Satisfaction/Loyalty - Essay Example
Pages 10 (2510 words)
Significance of Service Recovery Effects on Customer Satisfaction/Loyalty Name: Institution: Executive Summary The research focuses on the impact of service recovery in the hotel industry. Specifically, the research investigates the impact of service recovery on customer satisfaction and loyalty…
Further, the research results showed that their was a correlation between service recovery and customer loyalty. 1. Introduction The concept of service recovery is both a business function and a critical focus point from the marketing perspective. The hotel industry is majorly based on offering intangible services and this makes service recovery an important business strategy. Essentially, service recovery entails the measures that an organization puts in place to respond to failures in service delivery. The hotel industry is prone to several variables that make it necessary to put in place service recovery strategies. Therefore, the effect of service recovery on customer satisfaction and loyalty becomes an important topic of research. To gain insight into this topic, the researcher used questionnaires to collect data which was used to analyze the impact of service delivery on customer loyalty and satisfaction in the hotel industry. 1.1 Research Aim This report aims to examine the impacts of service recovery on customer satisfaction and loyalty in the hotel industry. ...