TY - JOUR
T1 - Hotel guests' cumulative satisfaction updating process in the context of service failure and service recovery
AU - Fu, Yao Yi
AU - Mount, Daniel
PY - 2007
Y1 - 2007
N2 - Consumers constantly revise their satisfaction judgments as they gain new service experience. While some researchers found that consumers weigh their prior cumulative experience more heavily than their most current individual service encounters when updating their cumulative overall satisfaction, others found the opposite result. Following the development of the literature, this study investigated customers' satisfaction updating process in the context of service failure and service recovery in the hotel industry. The results of the data analysis show that when updating overall satisfaction, participants weighed their current service encounter satisfaction more heavily than prior cumulative overall satisfaction, regardless of different levels of service failure and service recovery. The findings of this research also suggest that once customers experience service problems, it is difficult to bring customers' satisfaction level back to where it was.
AB - Consumers constantly revise their satisfaction judgments as they gain new service experience. While some researchers found that consumers weigh their prior cumulative experience more heavily than their most current individual service encounters when updating their cumulative overall satisfaction, others found the opposite result. Following the development of the literature, this study investigated customers' satisfaction updating process in the context of service failure and service recovery in the hotel industry. The results of the data analysis show that when updating overall satisfaction, participants weighed their current service encounter satisfaction more heavily than prior cumulative overall satisfaction, regardless of different levels of service failure and service recovery. The findings of this research also suggest that once customers experience service problems, it is difficult to bring customers' satisfaction level back to where it was.
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U2 - 10.1300/J149v08n01_05
DO - 10.1300/J149v08n01_05
M3 - Article
AN - SCOPUS:33847682905
SN - 1525-6480
VL - 8
SP - 77
EP - 98
JO - International Journal of Hospitality and Tourism Administration
JF - International Journal of Hospitality and Tourism Administration
IS - 1
ER -