How compensations motivate guests to revisit a hotel? Study on guest complaints and service recovery.
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| Format: | Thesis |
| Kulcsszavak: | compensation guest loyalty hotel Motivation revisiting satisfaction service recovery |
| Online Access: | http://dolgozattar.uni-bge.hu/28198 |
| Abstract: | In the competitive business of service industry, hotels have to do their best to provide the best quality possible, however because of the nature of the industry, it is impossible to provide service without any failure. When those failures occur, there is an opportunity to create a second chance to impress the guests with the help of service recovery. It is known that a successful service recovery can even enhance guest satisfaction and that is a key to attract back guests. This study aims to find out whether a successful service recovery and compensation can be motivational factors when it comes to guests' decision to return to hotels. Data where gathered using online questionnaire and two in-depth interview with Front Office employees of five star hotels in Budapest. The results show that there is a correlation between compensation and willingness to return to a hotel. |
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