The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel Industry

Keywords

Business, Customer satisfaction, Marketing, Loyalty business model, Loyalty

References

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• Services Marketing: Integrating Customer Focus Across the FirmValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler — 1996
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• Services Marketing: People, Technology, StrategyK. Narasimhan — 2004
• Zero defections: quality comes to services.Frederick F. Reichheld, W. Earl Sasser — 1990
• Applied Multivariate Research: Design and InterpretationLawrence S. Meyers, Glenn Gamst, A. J. Guarino — 2005

Cited by

• The use of yield management within the kingdom of Saudi Arabia hotelsRumaih Alrumaihi — 2013
• Factors Influencing Microfinance Customer Retention: The Case Of Bright Enriched Empowerment Programme In Nairobi County, KenyaPeter G Muhia — 2014
• Structural equation modeling of eBankQual scale: a study of E-Banking in IndiaVijay M. Kumbhar — 2011
• The Role of the Employee: An Exploratory Study in Service Recovery Satisfaction in the Luxury Resort IndustryAlleah Crawford, Kristen A. Riscinto-Kozub — 2011
• Yükseköğretim Kurumlarında Öğrenci Şikayetlerinin ve Şikayet Yönetiminin DeğerlendirilmesiAlparslan Şahin Görmüş — 2013
• The Impact of Complaints' Handling on Customers' Satisfaction: Empirical Study on Commercial Banks' Clients in JordanMohammad Z. Shammout, Shafig Al-Haddad — 2014
• An Analysis of Brand Image, Perceived Quality, Customer Satisfaction and Re-purchase Intention in Iranian Department StoresBahram Ranjbarian, Ali Sanayei, Majid Rashid Kaboli — 2012
• FACTORS AFFECTING ON CUSTOMERS’ SATISFACTION IN E-BANKING: SOME EVIDENCES FORM INDIAN BANKSVijay M. Kumbhar — 2011
• Inertia and customer loyalty in the varying levels of the zone of tolerance and alternative attractivenessFatemeh Khajouei, Shahnaz Nayebzadeh — 2013
• Satisfaction, Inertia, and Customer Loyalty in the Varying Levels of the Zone of Tolerance and Alternative AttractivenessShahnaz Nayebzadeh, Mohammad Ali Abdolvand, Fatemeh Khajouei — 2013
• EXPLORInG THE CUSTOMER PERCEIVED VALUES AS AnTECEDEnT OF PURCHASE BEHAVIORAllah Dehghan, Hamid Alizadeh, Sedighe Mirzaei-Alamouti — 2015
• Evaluating the Effect of Corporate Social Responsibility of Firms and Organizations on Customer SatisfactionsSahar Dadkhah, Parisa Saadat, Morteza Soleimaninejad — 2017
• Impact of CSR Dimensions on Consumer Satisfaction and Brand Loyalty in the Formation of Purchase Intentions: Study from Pakistan Livestock IndustryFan Jun, Subhani Hafiz Inayat Ul Haq, Ailton Gomes Moeriera — 2018
• Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyaltyYousef Keshavarz, Dariyoush Jamshidi — 2018
• The sequential relationships of hotel employees' perceived justice, commitment, and organizational citizenship behaviour in a high unemployment contextTeresa Aguiar-Quintana, Yasmina Araujo-Cabrera, Sangwon Park — 2020
• OPERATIONS PROCESS OF e-SERVICE RECOVERY ATTRIBUTES AND THEIR RELATIONSHIP WITH PERCEIVED JUSTICESiti Zakiah Abu Bakar, Ezanee Mohamed Elias, Norlila Mahidin — 2020
• Predictors and outcome of customer satisfaction: moderating effect of social trustSara Javed, Md. Salamun Rashidin, Jian Wang — 2021
• The Role of Recovery Satisfaction on the Relationship between Service Recovery and Brand Evangelism: A Conceptual FrameworkMuhammad Hafiz Abd Rashid — 2014
• Satisfaction on the university frontline services: From the lens of transacting students and employeesMarivic A. Gorospe, Ma. Angelita S. Rabanal, Arlene D. Talosa — 2021
• The Effect of Service Recovery Strategies on Satisfaction with the Recovery: The Mediating Role of Distributive JusticeGamal S. Alhawbani, Nadia Ali, Abdel-Nasser M. Hammouda — 2021

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