Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

ABSTRACT

As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sector. The quality of services provided is undoubtedly crucial to the success of the hotel. Hence, any service failure has to be addressed appropriately in order to maintain a high level of customer satisfaction and to keep the image of the hotel intact. It is therefore vital that service recovery programs are carefully planned to meet various types of service failures which may inevitably occur. In this study, questionnaires were distributed to customers who had experienced service failures. The aim was to investigate the influence of service quality and service recovery on satisfaction and, ultimately, the effect on customer loyalty. The research also tested the mediating effect of corporate image between the relationship of customer satisfaction and customer loyalty. The findings showed that both service recovery and service quality had a significant impact on customer satisfaction. Similarly, it was found that customer satisfaction induced customer loyalty towards the hotel operator. The result also showed that corporate image mediated partially between the relationship of customer satisfaction and customer loyalty.     

Trade preferences and political equilibrium associated with trade liberalization

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Unconventional monetary policy and the dollar–euro exchange rate: first results from time-series analysis

This article examines the impact on the US dollar–euro (USD–EUR) exchange rate of the unconventional monetary policy conducted by the US Federal Reserve (Fed) and the European Central Bank (ECB). To that end, we make use of time-series analysis to obtain a reasonable long-run and short run representation of the data generation process and use dummy variables to study how announcements about monetary policy changes can affect the USD–EUR exchange rate. Our results indicate that the announcement and subsequent implementation of such measures by the ECB would have caused an appreciation of the dollar, while those by the Fed would have caused a depreciation of the dollar.     

Board of director attributes: effects on financial performance in SMEs

International Entrepreneurship and Management Journal - This paper analyses the relationship between board of director (BoD) attributes and financial performance in small and medium-sized...     

Implicit exchange regimes in Central and Eastern Europe: a first exploration

This paper attempts to identify implicit exchange rate regimes for currencies of the Central and Eastern European Countries vis-à-vis the euro. To that end, we apply a sequential procedure that considers the dynamics of exchange rates to data covering the period from 1977:01 to 2006:02. Our results would suggest that implicit bands have existed in many subperiods for almost all currencies under study. Once we detect de facto discrepancies between de facto and de iure exchange rate regimes, we propose a model in order to explain these decisions. Our results suggest a positive association between the previous inflation rate and the probability of a peg with the euro, and a negative association with past unemployment rate.

Relative Robust Portfolio Optimization with benchmark regret

We extend Relative Robust Portfolio Optimization models to allow portfolios to optimize their performance when considered relative to a set of benchmarks. We do this in a minimum volatility setting, where we model regret directly as the maximum difference between our volatility and that of a given benchmark. Portfolio managers are also given the option of computing regret as a proportion of the benchmark’s performance, which is more in line with market practice than other approaches suggested in the literature. Furthermore, we propose using regret as an extra constraint rather than as a brand new objective function, so practitioners can maintain their current framework. We also look into how such a triple optimization problem can be solved or at least approximated for a general class of objective functions and uncertainty and benchmark sets. Finally, we illustrate the benefits of this approach by examining its performance against other common methods in the literature in several equity markets.     

Did the AFL equalization policy achieve the evenness of the league?

In this article, we investigate whether the Australian Football League intervention policies coincided with a more even-playing field in the league, as captured by individual match margins. We find that only two out of the eight major policies implemented over the last hundred years are correlated with lower margin.