Research into the impact of hotel service mistakes and service remedies on tourist satisfaction:in view of the moderating effect of location and reputation
A structural equation model that includes hotel service mistakes,service remedies and service remedia-tion satisfaction is constructed to test the moderating effect of location and reputation.Results show that the impact of controllable mistakes on mistake dissatisfaction is not significant while uncontrollable mistakes have a significant impact on mistake dissatisfaction.Location and reputation have no moderating effect on service mistakes and mistake dissatisfaction.Further,the psychological and substantive remedies have a significant impact on the service remediation satisfaction while location and reputation have the negative moderating effects on service remedies and service remediation satisfaction.
万方数据
