A Study of Relationship Among Hotel Service Recovery Strategies, Guest Perceived Justice and Guest Satisfaction with Service Recovery
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Abstract
The purpose of this research was to study the relationship of hotel service recovery strategies, guest perceived justice and guest satisfaction with service recovery. The mediating effect of perceived justice on the relationship between service recovery strategies and service recovery satisfaction was also examined. This study was a survey research. Traditional and online questionnaires were used in collecting data from a sample of 400 hotel guests who had experience with service failures during their stay at hotels in Bangkok and had experience with the service recovery. The data were analyzed in forms of percentage, mean, standard deviation. The partial least squares method and the Sobel's Test were used to test the hypothesized relationship in the structural equation model.
The results of hypothesis testing from the structural equation model showed that the service recovery strategies had a positive relationship with service recovery satisfaction and perceived justice. The perceived justice had a positive relationship with the service recovery satisfaction. In addition, the perceived justice also mediated the relationship between the service recovery strategies and the service recovery satisfaction. When the coefficient obtained from the estimation was used to calculate the indirect effect on the overall effect, it was found that perceived justice partially mediated the service recovery satisfaction.
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