Efficacy of Service Recovery Strategies on Customer Satisfaction in the Hospitality Industry: A Scoping Review.
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Date
2024
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Publisher
Uniben Journal of Marketing
Abstract
This study aimed to investigate various service recovery strategies employed in the hospitality
industry, with a focus on enhancing customer satisfaction. The study addressed the challenge of
identifying effective service recovery strategies that accommodate cultural nuances and
industry-specific challenges within the hospitality sector. A comprehensive scoping review was
conducted, utilizing desk research and secondary sources, including journal articles, industry
reports, and academic papers. The selection process involved purposive sampling based on
specific inclusion criteria, focusing on articles from 2013 to 2023, related to service recovery
strategies in the hospitality industry. A total of 22 articles were selected and analyzed using
qualitative thematic and content analysis. The study identified common patterns and successful
strategies across different segments of the hospitality industry. Key findings emphasized the
universal importance of proactive communication, swift issue resolution, and empowered
frontline staff in enhancing customer satisfaction. The research highlighted the need for tailored
strategies to address cultural and industry-specific nuances, advocating for continuous
improvement in service recovery practices. Practitioners are urged to focus on proactive
communication, invest in staff training, and foster a customer-centric culture. This study adds
to the existing body of research by providing a cross-regional analysis of service recovery
strategies within the hospitality industry, highlighting the significance of cultural adaptation
and ongoing improvement in service practices. It offers actionable recommendations for
industry professionals to boost resilience and achieve sustained success in a dynamic and
evolving environment.
Description
Keywords
Customer Satisfaction, Hospitality Industry, Service Recovery
Citation
Jatto, A.A, Gbadeyan, R.A, & Zubair, O.S. (2024). Efficacy of Service Recovery Strategies on Customer Satisfaction in the Hospitality Industry: A Scoping Review. Uniben Journal of Marketing.3(2) 47-60.