The Role of Service Recovery Strategies to Improve Customer Value Against Customer Attitude Formation Perspective of The Hotel Customers In Central Sulawesi
| Main Authors: | Patiro, Shine Pintor Siolemba, Hendarto, Kresno Agus, Budiyanti, Hety |
|---|---|
| Format: | Proceeding application/pdf |
| Bahasa: | ind |
| Terbitan: |
Fakultas Ekonomika dan Bisnis Universitas Kristen Satya Wacana
, 2015
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| Subjects: | |
| Online Access: |
http://repository.uksw.edu/handle/123456789/5769 |
Daftar Isi:
- 3rd Economics & Business Research Festival. Proceeding Seminar &Call For Papers : Business Dynamics Toward Competitive Economic Region Of Asean (Salatiga : 2014), p. 402 - 428
- This study elucidates the structural relationships among service recovery, customer emotional, and social value. The samples in this study were 200 hotel customers which is located in the Palu City, The Province of Central Sulawesi. This study consisted of two phases, namely: qualitative phase and quantitative phase. In the qualitative phase, data collection methods using Focus Group Discussion. The results of the qualitative phase serve as the basis for preparing the questionnaire for use in the quantitative phase. In quantitative phase, samples were collected using questionnaires assessed for investigative reliability and validity. The authors then used Structural Equation Modeling approach to analyze the foregoing data, based on the consumers’ perspective. The findings are as follows. First, customer value is positively affected by service recovery. Second, psychological service recovery positively influences emotional and social values. Third, customer value positively influences customer attitude toward hotel services. In practice, hotel managers can optimize investment in refining the service recovery strategies to increase customer value