Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?
This empirical study aims to investigate the impact of service recovery on customer affection, perceived value, and sabotaging behaviour in a service industry context in Penang/Malaysia. Data for this empirical investigation were gathered from a sample of international hotel guests. A total number o...
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| Format: | Article |
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Inderscience Enterprises Ltd.
2016
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| _version_ | 1803627987153715200 |
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| author | Daskin, Mustafa Kasim, Azilah |
| author_facet | Daskin, Mustafa Kasim, Azilah |
| author_sort | Daskin, Mustafa |
| collection | UUM |
| description | This empirical study aims to investigate the impact of service recovery on customer affection, perceived value, and sabotaging behaviour in a service industry context in Penang/Malaysia. Data for this empirical investigation were gathered from a sample of international hotel guests. A total number of 248 questionnaires were obtained in the research location. Results based on hierarchical regression analysis reveal that all hypothesised relationships were supported. Specifically, the current study by examining untested relationships such as the effect of service recovery on customer perceived value and sabotaging behaviour in a hotel context lends further contribution to tourism and hospitality management literature and provides useful guidelines to practitioners as well. |
| first_indexed | 2024-07-04T06:14:47Z |
| format | Article |
| id | uum-20841 |
| institution | Universiti Utara Malaysia |
| last_indexed | 2024-07-04T06:14:47Z |
| publishDate | 2016 |
| publisher | Inderscience Enterprises Ltd. |
| record_format | dspace |
| spelling | uum-208412017-02-05T03:25:20Z https://repo.uum.edu.my/id/eprint/20841/ Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? Daskin, Mustafa Kasim, Azilah GV Recreation Leisure This empirical study aims to investigate the impact of service recovery on customer affection, perceived value, and sabotaging behaviour in a service industry context in Penang/Malaysia. Data for this empirical investigation were gathered from a sample of international hotel guests. A total number of 248 questionnaires were obtained in the research location. Results based on hierarchical regression analysis reveal that all hypothesised relationships were supported. Specifically, the current study by examining untested relationships such as the effect of service recovery on customer perceived value and sabotaging behaviour in a hotel context lends further contribution to tourism and hospitality management literature and provides useful guidelines to practitioners as well. Inderscience Enterprises Ltd. 2016 Article PeerReviewed Daskin, Mustafa and Kasim, Azilah (2016) Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? International Journal of Services and Operations Management (IJSOM), 23 (4). pp. 467-486. ISSN 1744-2370 http://www.inderscienceonline.com/doi/abs/10.1504/IJSOM.2016.075246 |
| spellingShingle | GV Recreation Leisure Daskin, Mustafa Kasim, Azilah Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? |
| title | Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? |
| title_full | Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? |
| title_fullStr | Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? |
| title_full_unstemmed | Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? |
| title_short | Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? |
| title_sort | exploring the impact of service recovery on customer affection perceived value and sabotaging behaviour does gender make a difference |
| topic | GV Recreation Leisure |
| work_keys_str_mv | AT daskinmustafa exploringtheimpactofservicerecoveryoncustomeraffectionperceivedvalueandsabotagingbehaviourdoesgendermakeadifference AT kasimazilah exploringtheimpactofservicerecoveryoncustomeraffectionperceivedvalueandsabotagingbehaviourdoesgendermakeadifference |