The influences of transaction history and thank you statements in service recovery
Document Type
Article
Publication Date
12-2009
Abstract
A certain number of service failures are inevitable in the hotel business. In a scenario-based experiment, using an Internet-panel sample of 166 subjects, this study finds that: (1) those guests with a long transaction history are more satisfied with a recovery initiative and more willing to return than those with a short transaction history; (2) those guests who are thanked for voicing their complaints are more satisfied with the recovery initiative and more willing to return than those who do not receive a thank you statement; and (3) receiving a thank you statement while voicing a complaint might have a greater positive impact on the satisfaction of guests with short transaction histories than on guests with long transaction histories. The managerial and research implications of these findings are discussed.
DOI
https://doi.org/10.1016/j.ijhm.2009.03.001
Recommended Citation
Magnini, V. P., Karande, K. (2009). The influences of transaction history and thank you statements in service recovery. International Journal of Hospitality Management, 28(4), 540-546. http://dx.doi.org/10.1016/j.ijhm.2009.03.001
Original Citation
Magnini, V. P., Karande, K. (2009). The influences of transaction history and thank you statements in service recovery. International Journal of Hospitality Management, 28(4), 540-546. http://dx.doi.org/10.1016/j.ijhm.2009.03.001
