Efficacy of Service Recovery Strategies on Customer Satisfaction in the Hospitality Industry: A Scoping Review.

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dc.contributor.authorJatto, A.A
dc.contributor.authorGbadeyan, R.A
dc.contributor.authorZubair, O.S
dc.date.accessioned2025-04-29T09:05:52Z
dc.date.available2025-04-29T09:05:52Z
dc.date.issued2024
dc.description.abstractThis 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.
dc.identifier.citationJatto, 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.
dc.identifier.issn2814-1490
dc.identifier.urihttps://uilspace.unilorin.edu.ng/handle/123456789/15566
dc.language.isoen
dc.publisherUniben Journal of Marketing
dc.subjectCustomer Satisfaction
dc.subjectHospitality Industry
dc.subjectService Recovery
dc.titleEfficacy of Service Recovery Strategies on Customer Satisfaction in the Hospitality Industry: A Scoping Review.

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