A Survey and Evaluation of Service Recovery Strategies on Complainant-Client Satisfaction, Word-of-Mouth Communication (WOM) and Client Loyalty in 5 Star Hotels in Moshhad (original) (raw)

Iims Journal of Management Science, 2012

Abstract

Service recovery (SR) is a process which is used to recover from a service failure. In this paper, service recovery consists of four dimensions, ie, apology, redress, explanation and promptness. This study aims to measure the effects of SR on complainant satisfaction, customer loyalty and word of mouth communication (WOM). The study samples consisted of guests staying at 5-star hotels in Mashhad. The research was carried out over six mounts from November 2009 to April 2010, on complainant clients residing in each of the 5-star ...

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