The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity
Engin Tengilimoglu,
Yüksel Öztürk
Abstract:This study examines service failures in the hospitality industry, amplified by the shift to online platforms, and highlights the need for effective online recovery methods. These methods are crucial for retaining existing customers and preventing potential customer loss. Despite its importance, customer citizenship behavior resulting from service recovery must be noticed. This study examines the impact of service failure severity and online recovery methods on customer citizenship behavior, employing six scena… Show more
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