Abstract
In the process of providing services, the occurrence of service failure is inevitable. Because the service is provided by humans, there is always the potential for failures. When a service failure occurs, customers feel unsatisfied and disappointed. However, if the service firm carries out timely and effective corrective actions, the customer is still satisfied and continues to use the service. Failure or delays to do so may cause the customer to switch to another provider. This study investigates the effect of service failure remediation on customer satisfaction and repurchase intention in hotels in Thai Nguyen province. In which, the recovery of service failures is evaluated on two factors: the recovery outcomes and the recovery process . The research results show that when the error correction result is high, it will make customers more satisfied with the service and the reasonable remedial process even makes them more satisfied, thereby they intend to continue using the service. From the results of this study, some suggestions help managers of businesses operating in the hotel industry to have solutions to improve customer satisfaction and increase repurchase intention.
Keywords: Service recovery outcome, service recovery process, customer satisfaction, repurchase intention, hotel, Thai Nguyen.
JEL classification: M, L8, L83.
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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373
