Essays about: "service recovery hotel industry"
Found 2 essays containing the words service recovery hotel industry.
1. Reaching the Service Recovery Paradox : Using the Anchoring Effect to Reduce Required Monetary CompensationUniversity essay from Högskolan i Gävle/Avdelningen för ekonomi
Abstract : Aim: When service failures occur, companies must use service recovery actions to recover customer satisfaction. The service recovery paradox refers to the paradox which occurs when a customer is more satisfied after successful service recovery, than they would have been if no failure had occurred. READ MORE
2. Where Service Recovery Meets its Paradox : A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel IndustryUniversity essay from Högskolan i Gävle/Företagsekonomi
Abstract : Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry Level: Student thesis, final assignment for Bachelor Degree in Business Administration Author: Beatrice Nylander & Andreas Edström Supervisor: Patrik Sörqvist Date: 2021 – June Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence. Method: Two surveys have been conducted where 190 respondents were introduced to a scenario- based service failure in the hotel industry. READ MORE