Date of Award

12-11-2006

Document Type

Dissertation

Degree Name

Doctor of Philosophy (PHD)

Degree Program

Global Leadership - with a specialization in Corporate and Organizational Management

Department

College of Business and Management

First Advisor

James F. Downey

Second Advisor

Linsley T. DeVeau

Third Advisor

Cynthia Andreas

Abstract

Numerous studies have shown a positive correlation between customer satisfactions and repurchase intention. However, service failure can put companies out of business if attention is not paid to this problem. This study explained the components of service recovery strategies used when service failure occurs in each situation in a hotel, and to link customer response to service recovery strategies to behavioral intention, as applied to the hotel industry in Orlando, Florida.

The purposes of this study were to investigate the explanatory relationships between hotel guests' sociodemographic characteristics and perceptions of (a) service failure; (b) service recovery strategies in each service failure situation; and (c) behavioral intentions; to investigate the impact of hotel guests' sociodemographic characteristics and their perceptions of service recovery strategies used in each service failure situation compared with other strategies, in explaining behavioral intentions of hotel guests in Orlando, Florida.

In this study, the sample of 500 was received; however, only a total of 406 respondents filled out questionnaires completely (81.2%) This study used the SPSS for Windows version 14.0 for data analysis. One research questions and four hypotheses were developed for this quantitative, non-experimental study. Several statistical measures, such as frequency distributions, reliability estimates, a correlational analysis, and multiple regression analysis were used for data analysis. Major variables in this study were explored through the use of correlational analysis.

Future studies may try to conduct a combination of qualitative and quantitative study in specific hotels in Orlando to strengthen internal validity of the study; conduct a comparative study between a hotel industry and other industries such as the restaurant industry or automobile industry in Orlando to explore the differences between hotels and other industries about the relationships between service failure, service recovery strategies, and behavioral intentions; conduct a replication study in other service industries in other countries; and focus on investigating service failure from the managers' view point because this study considered service failure and service recovery only from the hotel guests' perceptions.

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