Hotel Guests’ Responses to Service Recovery : How Loyalty Influences Guest Behavior

Material TypeArticleLanguageEnglish
TitleHotel Guests’ Responses to Service Recovery : How Loyalty Influences Guest Behavior Author(S)Pablo Zoghbi-Manrique-de-Lara (Author)
Abstract  Contrary to conventional wisdom, loyalty may be a driver of hotel guests’ favorable behavior when they are satisfied with a hotel’s service recovery effort. ...Paginationp 152-164
SubjectHome economicsDescriptorsHospitality industry
Journal TitleCornell Hospitality Quarterly  
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