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Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?

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  • Mustafa Daskin
  • Azilah Kasim

Abstract

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.

Suggested Citation

  • Mustafa Daskin & Azilah Kasim, 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, Inderscience Enterprises Ltd, vol. 23(4), pages 467-485.
    • Handle: RePEc:ids:ijsoma:v:23:y:2016:i:4:p:467-485
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    Cited by:

    1. Steven Kayambazinthu Msosa, 2021. "Integrating Technology And Digital Connectivity In Service Recovery Strategies To Achieve Recovery Satisfaction During The Covid-19 Pandemic: A Hybrid Approach," Baltic Journal of Economic Studies, Publishing house "Baltija Publishing", vol. 7(5).
    2. Daskin, Mustafa, 2019. "Self-efficacy model for better job outcomes: An approach to promote female employment in turkish hotel context," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(2), pages 188-207.

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