Unravelling the influence of service failure on negative customer engagement: The moderating role of service recovery

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-05-08 DOI:10.1016/j.ijhm.2025.104242

Tahir Albayrak , Özge Kılıçarslan , Lawrence Hoc Nang Fong , Meltem Caber , Aylin Güven Hamurişçi

引用次数: 0

Abstract

This study examines negative customer engagement through the influences of service failure, service recovery, (dis)satisfaction with service recovery, and perceived severity of service failure by adopting a mixed-method approach. Based on the qualitative study which identified the most frequent service failures and recoveries in hotels, a scenario-based experiment was designed to test the proposed relationships. The results show that service failure impacts the perceived severity of service failure but is contingent upon the type of service recovery. (Dis)satisfaction with service recovery, which is influenced by perceived severity of service failure determines negative customer engagement. Moreover, the relationships among the perceived severity of service failure, (dis)satisfaction with service recovery, and disengaged behaviour are curvilinear.

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服务失败对顾客负性参与的影响：服务恢复的调节作用

本研究采用混合方法，透过服务失败、服务恢复、服务恢复（不满意）和服务失败严重程度的影响来检验顾客负性参与。在定性研究的基础上，确定了酒店中最常见的服务故障和恢复，设计了一个基于场景的实验来测试所提出的关系。结果表明，服务故障影响服务故障的感知严重程度，但取决于服务恢复的类型。(3)对服务恢复的不满意程度受感知到的服务故障严重程度的影响，决定了负向的顾客参与。此外，服务故障的感知严重程度、对服务恢复的不满意程度和疏离行为之间的关系呈曲线关系。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.