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Hotel Guests' Responses to Service Recovery: How Commitment Influences Guests Behavior Pablo Zoghbi-Manrique-de-Lara, Miguel A. SuГЎrez-Acosta and Teresa Aguiar-Quintana Cornell Hospitality Quarterly published on the web 28 November 2013 DOI: 10. 1177/1938965513513348

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research-article2013

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

Article

Motel Guests' Answers to Service

Recovery: How Loyalty Affects Guest

Tendencies

Cornell Food Quarterly

XX(X) 1­–13

В© The Author(s) 2013

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DOI: 10. 1177/1938965513513348

cqx. sagepub. com

Pablo Zoghbi-Manrique-de-Lara1, Miguel A. SuГЎrez-Acosta1,

and Teresa Aguiar-Quintana1

Abstract

Contrary to typical wisdom, loyalty may be a driver of hotel guests' favorable behavior when they are content with a hotel's service recovery effort. Rather than having pleasure with service recovery straight influencing guests' supportive activities, loyalty acts as a precondition to consumers' positive citizenship tendencies. Moreover, the factors that drive these kinds of favorable patterns may be impartial of those that cause friends to offer favorable word of mouth after having a hotel stay. Based on a report of 288 guests in seven sophisticated hotels in Spain's Canaries, satisfaction with service recovery has a immediate effect on dedication, which in turn contains a strong influence on customer nationality behaviors. However , loyalty plays its mediating role only on the associated with satisfaction with service recovery on beneficial citizenship habit. That is, the fact that a visitor is dedicated helps to describe why an extra decides to assist the lodge after acceptable service restoration. On the other hand, devotion does not access the equation when a guests is unhappy with the assistance recovery and elects to behave dysfunctionally, including trashing the room.

Keywords

Service recovery, customer dysfunctional behavior, customer citizenship behavior, guest tendencies, loyalty, review intention Hotel managers and researchers as well are aware of the

importance of support recovery (Kelley and Davis 1994).

Guests' satisfaction (or dissatisfaction) using a hotel's tries to fix a service inability has been identified to be an important driver with their subsequent behavior (see, for any

review, Gelbrich and Roschk 2011; Matos De, Henrique,

and Vargas-Rossi 2007). Depending on a guest's reaction

towards the firm's complaint handling, the consumer may problem

(Keaveney 1995), may truly feel increased devotion or want to

return to the hotel (e. g., de Ruyter and Wetzels 2000;

Karatepe 2006), or may well share great or negative word of

mouth (WOM) about the hotel, in order to name a number of possibilities (Mattila 2001). Guests' response to support recovery is of particular fascination since it is usually linked with motives to replicate the hotel purchase (Oliver 1997, 392).

The thing we certainly have noticed about studies of behavioral

responses to adequate service restoration is that couple of

them entail full overall performance constructs. Several studies

have got examined postcomplaint satisfaction and commitment

(see,...

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