Dublin Core
Title
Exploring customer loyalty following service recovery: a replication study in the Ghanaian hotel industry
Creator
George Oppong Appiagyei Ampong, Aidatu Abubakari, Majeed Mohammed, Esther Theresa Appaw-Agbola, John Agyekum Addae, Kwame Simpe Ofori
Description
Purpose
The study sought to assess the nexus between components of perceived justice and satisfaction, trust and loyalty with service recovery.
Design/methodology/approach
Survey data were gathered from a sample of 300 clients from 8 midscale hotels in Ghana. Partial least squares structural equation modeling was used to test the hypothesized relationships.
Findings
Perceived distributive justice has no effect on customer satisfaction with service recovery. Interactional justice had the greatest effect on customer satisfaction with service recovery. No significant relationship was found between procedural justice and trust. Also, trust had a significant effect on loyalty post-service recovery.
Research limitations/implications
Empirical data were taken from one service industry; thus, it is reflective of only that service industry, generalizations should be mindful of our context bounded results.
Practical implications
The study …
The study sought to assess the nexus between components of perceived justice and satisfaction, trust and loyalty with service recovery.
Design/methodology/approach
Survey data were gathered from a sample of 300 clients from 8 midscale hotels in Ghana. Partial least squares structural equation modeling was used to test the hypothesized relationships.
Findings
Perceived distributive justice has no effect on customer satisfaction with service recovery. Interactional justice had the greatest effect on customer satisfaction with service recovery. No significant relationship was found between procedural justice and trust. Also, trust had a significant effect on loyalty post-service recovery.
Research limitations/implications
Empirical data were taken from one service industry; thus, it is reflective of only that service industry, generalizations should be mindful of our context bounded results.
Practical implications
The study …
Publisher
Emerald Publishing Limited
Date
2021
Source
https://scholar.google.com/citations?view_op=view_citation&hl=en&user=NogL9W0AAAAJ&citation_for_view=NogL9W0AAAAJ:Zph67rFs4hoC
Language
English