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  • Service Recovery: The Myth: Vineet Alexander (H-17109) Guide: Mr. Satish Jairam

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    Vineet Alexander
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    The document analyzes the role of effective problem resolution systems in maintaining guest loyalty in the Indian hospitality industry. It aims to study the influence of service recovery, argue that service recovery is often inconclusive as time and money become more important factors, and reason that service recovery does not always increase guest loyalty. The document proposes finding more effective ways to increase loyalty by avoiding solely relying on service recovery strategies. It recommends qualitative research methods like customer surveys to understand the relationship between expectations and service recovery actions.

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    Service Recovery

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    The document analyzes the role of effective problem resolution systems in maintaining guest loyalty in the Indian hospitality industry. It aims to study the influence of service recovery, argue that service recovery is often inconclusive as time and money become more important factors, and reason that service recovery does not always increase guest loyalty. The document proposes finding more effective ways to increase loyalty by avoiding solely relying on service recovery strategies. It recommends qualitative research methods like customer surveys to understand the relationship between expectations and service recovery actions.

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    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
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    8 views6 pages

    Service Recovery: The Myth: Vineet Alexander (H-17109) Guide: Mr. Satish Jairam

    Uploaded by

    Vineet Alexander
    The document analyzes the role of effective problem resolution systems in maintaining guest loyalty in the Indian hospitality industry. It aims to study the influence of service recovery, argue that service recovery is often inconclusive as time and money become more important factors, and reason that service recovery does not always increase guest loyalty. The document proposes finding more effective ways to increase loyalty by avoiding solely relying on service recovery strategies. It recommends qualitative research methods like customer surveys to understand the relationship between expectations and service recovery actions.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 6

    Service Recovery: The Myth

    Vineet Alexander (H-17109) Guide: Mr. Satish Jairam

    Aim
    Analyzing the role of effective problem resolution system for redemption of guest loyalty in the Indian hospitality industry.

    Objectives
    To study the influence of service recovery in the
    Indian Hospitality Industry. To argue that service recovery is most of the time inconclusive and factors like time and money become crucial. To reason that not always service recovery increases loyalty in guest. Finding effective ways in the increasing loyalty with the guests by avoiding service recovery strategies.

    Purpose
    To recognize the relationship between customer expectation and service recovery actions.

    Research Methodology
    For this research, a Qualitative Research is what would be well-suited for this study. This approach would involve surveys of various customers who have experienced service recovery.

    References
    John W. O'Neill, A. S. (2004). Towards the development of a lodging Service Recovery Strategy. Journal of Hospitality & leisure Marketing . Michel, S. (2002). Exploring The Service Recovery Paradox. Tom DeWitt, M. K. (2003). The Effect of Rapport on Consumer Responses to Service Failure. Journal of Service Research .

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