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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 behavior 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 2...

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Main Authors: Daskin, Mustafa, Kasim, Azilah
Format: Article
Published: Inderscience Enterprises Ltd. 2016
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/24719/
http://doi.org/10.1504/IJSOM.2016.075246
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spelling my.uum.repo.247192018-09-04T08:07:31Z http://repo.uum.edu.my/24719/ Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? Daskin, Mustafa Kasim, Azilah HD28 Management. Industrial Management This empirical study aims to investigate the impact of service recovery on customer affection, perceived value, and sabotaging behavior 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 hypothesized relationships were supported.Specifically, the current study by examining untested relationships such as the effect of service recovery on customer perceived value and sabotaging behavior 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, 23 (4). p. 467. ISSN 1744-2370 http://doi.org/10.1504/IJSOM.2016.075246 doi:10.1504/IJSOM.2016.075246
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Daskin, Mustafa
Kasim, Azilah
Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?
description This empirical study aims to investigate the impact of service recovery on customer affection, perceived value, and sabotaging behavior 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 hypothesized relationships were supported.Specifically, the current study by examining untested relationships such as the effect of service recovery on customer perceived value and sabotaging behavior in a hotel context lends further contribution to tourism and hospitality management literature and provides useful guidelines to practitioners as well.
format Article
author Daskin, Mustafa
Kasim, Azilah
author_facet Daskin, Mustafa
Kasim, Azilah
author_sort Daskin, Mustafa
title 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_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_sort exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?
publisher Inderscience Enterprises Ltd.
publishDate 2016
url http://repo.uum.edu.my/24719/
http://doi.org/10.1504/IJSOM.2016.075246
_version_ 1644284123750072320
score 13.211869

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