We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

The impact of service recovery on customer satisfaction, loyalty and word-of-mouth - Literature review Example

Comments (0)
The researcher will be seeking out answers to the following questions: Does improved service quality lead to high customer satisfaction? Does improved service quality lead to high customer loyalty? Does improved service quality lead to positive word-of-mouth?…
Download full paper

Extract of sample
The impact of service recovery on customer satisfaction, loyalty and word-of-mouth

Download file to see previous pages... This essay discusses that service quality in the hospitality industry and hotels specifically has been an area of great research interest. Research has shown importance of service quality. Parsuraman et al. indicated that service quality of hotels is both a significant differentiator and the most aggressive weapon possessed by them. Leading organizations in the hotel industry ensure to put up a high level of service quality over their competitors for over large durations of time. The relationship between service quality and customer loyalty has been of great interest. Researchers have also investigated the relationship between customer loyalty and the complaints received from the customer. Heskett et al. define customer loyalty as repeated purchasing by the same customer and their willingness to recommend the product/service to other customers without any outright benefits. High customer loyalty is beneficial to the organization as it reduces the firms’ marketing costs and increases its market share. There can be various reasons of a customer being loyal to a hotel. While some might be loyal because of lack of options, others might face the problem of high cost of switching. Wong and Sohal in their research found that there is a positive relationship between service quality and customer loyalty in the retail trade. Researchers have concluded that service quality is positively related to behavioural outcomes including word-of-mouth, complaints, recommendations and loyalty. Measurement of the service quality expectations of service organizations is primarily done by using the tool SERVQUAL or its variants. Babakus & Boller (1992) and Carman (1990) found that amongst the hotel customers, the most important service quality dimensions are: assurance, reliability and tangibles. Many further studies (Saleh & Ryan, 1999; Fick & Ritchie, 1991) suggested the absence of any significant differences among the rankings of any of the five dimensions. The application of Servqual to two fine dining restaurants revealed the emergence of assurance, and reliability as importance expectations of the customers, and tangibles as the least important (Lee & Hing, 1995). Gabbie and O’Neill (1997) in their research in the hotel sector found that reliability and assurance were the most important ...Download file to see next pagesRead More
Comments (0)
Click to create a comment
The importance of customer loyalty
Research findings conclude that high quality conscious buyers will always opt for best quality commodities. Consumers are said to purchase products which are heavily advertised, of popular brands and only shop at the selected shops or stalls. These individuals are said to have the perception that the price of a product is directly proportional to its quality, thus the higher the price the better quality.
12 Pages(3000 words)Literature review
Apple's marketing strategy in China
Implications of branding strategies and their influence on consumer behaviour are also examined. International marketing environment International marketing is “marketing in an internationally competitive environment, whether the market is home or foreign” (Cherunimal, 2010, p.1).
20 Pages(5000 words)Literature review
The Role That Customer - Brand Identification Plays In Brand Loyalty and Brand Promotion
In this turbulent business environment brand plays an imperative role towards the success of a company. Every company operating in the market place strives to develop a brand for themselves. The past decades has witnessed the evolution of some of the strongest brands of world. Companies mainly develop a brand for the purpose of giving an identity to the product.
19 Pages(4750 words)Literature review
Impact of Job Satisfaction on Staff Turnover
In the present generation, the organizations faces significant problem dealing with the rate of employee turnover. As employee turnover incurs high amount of cost for the organizations, so it has been an important matter of study. Studies reveal that one of the key factors which force the employees to leave the organizations is the job satisfaction
9 Pages(2250 words)Literature review
Measurement of Service Quality in UK Retail Banking Sector and its impact on customer satisfaction and switching behaviour of cu
Service provided to the customer gets assessed with the aim of improving service and ensuring customer satisfaction. There is a strong relationship between service quality and the behavior of customers in the retail banking sector. Service quality can get measured by identifying the between customers expectations and perceptions of the performance of service.
3 Pages(750 words)Literature review
Evaluating service quality and customer satisfaction in a telecom company
Since then, companies have began to appreciate the importance of catering to the needs of consumers; particularly those who appear to be satisfied with the services they receive as first time customers. Customer satisfaction is particularly important for service producing firms as the service becomes the actual products that is being marketed to the client(s).
6 Pages(1500 words)Literature review
Impact of service quality on customer satisfaction and customer loyalty an application on the banking sector
Reforms in the banking sector have also blurred the lines between banks and non-banks, thereby increasing pressure on banks to perform. Customer experience now defines service quality and poor service quality can push customers to switch service providers.
40 Pages(10000 words)Dissertation
Loyalty card and customer loyalty: case study of Tesco in UK (Aldershot location)
A year later Clubcard holders were spending 28% more at Tesco stores and 16% less at rival Sainsbury’s stores. As a consequence,
8 Pages(2000 words)Literature review
The impact of Communicational climate on job satisfaction and job performance
Communication is key for any organization as it promotes clarity of direction for all employees in an organization. Communication makes all employees feel like they belong since they are included in the decisions of the organization, and so
2 Pages(500 words)Literature review
Assessing the outcomes of generation-y customers loyalty
In this regard, the players in the banking sector have been struggling to come up with the strategies that can help them maintain and sustain their competitiveness. It is always important to
9 Pages(2250 words)Literature review
Let us find you another Literature review on topic The impact of service recovery on customer satisfaction, loyalty and word-of-mouth for FREE!
Contact us:
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us