THE IMPACT OF SERVICE RECOVERY PERFORMANCE ON WORD-OF-MOUTH COMMUNICATION: THE INTERMEDIATE ROLE OF CUSTOMER PERCEIVED VALUE, CUSTOMER EXPERIENCE, EMOTIONAL RESPONSE AND BRAND LOYALTY

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MANSOURI MOAYED FERESHTEH; MORADI MOHAMMAD; MOLLAEI FATEMEH

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Journal: Tourism Management Studies Year:2017 | Volume:12 | Issue:39 Page(s): 49-72

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Title

THE IMPACT OF SERVICE RECOVERY PERFORMANCE ON WORD-OF-MOUTH COMMUNICATION: THE INTERMEDIATE ROLE OF CUSTOMER PERCEIVED VALUE, CUSTOMER EXPERIENCE, EMOTIONAL RESPONSE AND BRAND LOYALTY

Author(s)

MANSOURI MOAYED FERESHTEH | MORADI MOHAMMAD | MOLLAEI FATEMEH | Issue Writer Certificate

Keywords

SERVICE RECOVERY PERFORMANCEQ1

WORD OF MOUTH MARKETINGQ1

PERCEIVED VALUEQ1

CUSTOMER EXPERIENCEQ1

EMOTIONAL RESPONSEQ1

BRAND LOYALTYQ1

Abstract

According to the role of the customer in hospitality industry and importance of the provided quality of services, there is an increasing intense competition in the industry; hence, the recovery of failed services provides a second chance for companies to bolster their relationship with the customers, consequently, high performance of frontline employees affects behavioral intentions of customers. The aim of this study is proposing a service recovery model to illustrate how having high performance in the service recovery process causes tourists’ positive word-of-mouth. The statistical population of this study is composed of tourists who stayed in one of the 5-star hotels of Shiraz and were accessible during the research. Based on the Cochran formula 384 individuals have been considered as the statistical sample. The collected data have been analyzed using SPSS 22 and smart PLS 2 software. As the results show, high level of performance in service recovery influence tourists’ word of mouth.

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APA: Copy

MANSOURI MOAYED, FERESHTEH, MORADI, MOHAMMAD, & MOLLAEI, FATEMEH. (2017). THE IMPACT OF SERVICE RECOVERY PERFORMANCE ON WORD-OF-MOUTH COMMUNICATION: THE INTERMEDIATE ROLE OF CUSTOMER PERCEIVED VALUE, CUSTOMER EXPERIENCE, EMOTIONAL RESPONSE AND BRAND LOYALTY. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), 12(39), 49-72. SID. https://sid.ir/paper/202632/en

Vancouver: Copy

MANSOURI MOAYED FERESHTEH, MORADI MOHAMMAD, MOLLAEI FATEMEH. THE IMPACT OF SERVICE RECOVERY PERFORMANCE ON WORD-OF-MOUTH COMMUNICATION: THE INTERMEDIATE ROLE OF CUSTOMER PERCEIVED VALUE, CUSTOMER EXPERIENCE, EMOTIONAL RESPONSE AND BRAND LOYALTY. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES)[Internet]. 2017;12(39):49-72. Available from: https://sid.ir/paper/202632/en

IEEE: Copy

FERESHTEH MANSOURI MOAYED, MOHAMMAD MORADI, and FATEMEH MOLLAEI, “THE IMPACT OF SERVICE RECOVERY PERFORMANCE ON WORD-OF-MOUTH COMMUNICATION: THE INTERMEDIATE ROLE OF CUSTOMER PERCEIVED VALUE, CUSTOMER EXPERIENCE, EMOTIONAL RESPONSE AND BRAND LOYALTY,” TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), vol. 12, no. 39, pp. 49–72, 2017, [Online]. Available: https://sid.ir/paper/202632/en

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