A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry

Abstract

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Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty

“…After a service failure, customers often expect the service provider to consider steps to ensure service recovery (Pai et al, 2019). Keiningham et al (2014) found that the severity of service failure significantly impacted recovery expectations in industrial companies.…”

“…Service recovery is the action of the service provider to resolve customer service failure complaints (Dong et al, 2008). Service recovery aims to turn customer dissatisfaction into a satisfied condition that can build company relationships with customers (Pai, Ko and Santos, 2019). From the literature above, the proposed hypothesis is as follows:…”

“…Therefore, service companies must avoid losing customers to remain profitable and learn to be better at responding to service failure properly (Matikiti et al, 2018). The service recovery efforts are the most effective way to ensure customers meet the desired expectations (Pai et al, 2019). Through service recovery, there will be potential to create more goodwill from consumers if another mistake occurs (Palich et al, 2000).…”

Influence of MOOCs eWOM on the Number of Registrations and Completions

“…eEWOM is especially important for intangible products, which are difficult to evaluate for consumer choices; for example, in tourism or hotels, the overall satisfaction of the consumers will affect the behavioral decisions of others [23]. This circumstance has made eWOM becomes a more reliable medium [24].…”

The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

“…The current literature discusses the quality measurement system of online shopping service recovery (Liu and Li, 2017) and the relationship between online shopping service, service recovery, and customer satisfaction and loyalty (Jian and Ke, 2017). At present, academic circles have also studied the impact of word-of-mouth on the service recovery effect of travel agencies, and the service recovery effect is measured by customer satisfaction and customer loyalty (Pai et al, 2019). They developed a practical manual on service failure and service recovery for the travel industry (Inkson, 2019).…”