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Service Recovery Strategies and Their Effectiveness in Maintaining Guest Loyalty in Ernakulam Hotels

  • Unique Paper ID: 176371
  • Volume: 11
  • Issue: 11
  • PageNo: 5773-5777
  • Abstract:
  • Service recovery has emerged as a vital component of customer relationship management in the hospitality industry, particularly in highly competitive markets like Ernakulam. This study explores the effectiveness of various service recovery strategies—such as apology, compensation, prompt action, and follow-up communication—in restoring customer satisfaction and fostering guest loyalty in classified hotels. Using a structured questionnaire, primary data were collected from 329 hotel guests who experienced service failures during their stay. Statistical analyses, including correlation and regression, revealed that timely responses and personalized recovery measures significantly influenced guests’ emotional satisfaction and their intent to return or recommend the hotel. Among the strategies, compensation combined with empathetic communication showed the strongest impact on loyalty indicators. The findings highlight the necessity for hotels to implement structured service recovery protocols that not only resolve complaints but also reinforce positive brand perception. This paper provides practical insights for hoteliers aiming to retain guests and build resilient customer relationships through effective recovery practices.
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Cite This Article

  • ISSN: 2349-6002
  • Volume: 11
  • Issue: 11
  • PageNo: 5773-5777

Service Recovery Strategies and Their Effectiveness in Maintaining Guest Loyalty in Ernakulam Hotels

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Impact Factor
8.01 (Year 2024)
UGC Approved
Journal no 47859

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