Work

Hotel guests' loyalty, behaviour, and service recovery satisfaction based on rating perception

Year: 2025

Type: article

Abstract: This paper aims to examine the role of perceived hotel ratings as a mediator of loyalty in the relationship between service recovery satisfaction (SRS) and both the discretionary and dysfunctional behaviour of hotel guests. The research utilised analysis of variance, factor analysis, and structural equation modelling (SEM). The results indicate that perceived hotel ratings have an impact on SRS; specifically, the lower the hotel rating, the greater the impact of SRS on loyalty, and conversely, this is also the case regarding the influence of loyalty on guests' behaviour. Additionally, the findings suggest that the national culture of guests affects both SRS and hotel guest loyalty.

Source: Journal of Engineering Management and Competitiveness

DOI: 10.5937/jemc2501032j

Authors: Milica Josimović, Milena Cvjetković, Radivojević Petrović

Institutions: University of Novi Sad, Union University, Univerzitet Union Nikola Tesla

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4411275078

FWCI:

Cites: 41

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Related to: 10