SERVICE FAILURE AND RECOVERY: REPEAT PURCHASE INTENTIONS AND RECOMMENDATION INTENTIONS IN HOSPITALITY INDUSTRY

Authors

  • Vikash, Research, Dr. Neeraj Kaushik

Abstract

The motivation of this study is to investigate to predict the repeat purchase intentions and recommendations intentions on the basis of various factors of failure in the context of hospitality industry. A self-made questionnaire was distributed to 207 respondents who have taken the experience of staying in various hotels. Random sampling have been used to collect the data. This study provides analyzed views of the customers to reduce and counter the various service hurdles in hospitality industry. Step wise discriminant was used to analysis the data. The study found that basic amenities, inefficient services, and frustration were found significant predictors for the variables.

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Published

2020-12-01

How to Cite

Vikash, Research, Dr. Neeraj Kaushik. (2020). SERVICE FAILURE AND RECOVERY: REPEAT PURCHASE INTENTIONS AND RECOMMENDATION INTENTIONS IN HOSPITALITY INDUSTRY. PalArch’s Journal of Archaeology of Egypt / Egyptology, 17(6), 3937-3956. Retrieved from http://mail.palarch.nl/index.php/jae/article/view/1516