The Effect of Perceived Justice Dimensions of Service Recovery on The Brand Image of Egyptian Hotels

Document Type : Original Article

Authors

1 Hotel management department, faculty of tourism and hotels, suez canal uuniversity, Ismailia, Egypt.

2 Hotel management Department- Faculty of Tourism and Hotels- Suez Canal University

3 Hotel management department, Faculty of Tourism and Hotels, Suez Canal University, Ismailia, Egypt.

Abstract

The study examines the impact of perceived justice dimensions of service recovery on customer The study examines the impact of perceived justice dimensions of service recovery on customer perceptions of the Egyptian hotel brand image. The study involved 350 participants who experienced service failure at four- and five-star hotels in Sharm El-Sheikh. Statistical tests confirmed the data's validity and reliability, with regression analysis used to investigate hypothesized relationships. Findings showed that customers' perceptions of distributive, procedural, and interactional justice significantly influence their hotel brand image. Interactional justice had a greater impact. It also found an effect of demographic differences in evaluations of the justice dimensions, with male customers more perceptive of distributive justice and female customers more perceptive of interactional justice. Age also impacts perceptions of the fairness of recovery efforts, with adults prioritizing fairness in service recovery rules and processes, while older customers appreciate fair treatment. Understanding customer needs helps hotel managers develop successful strategies for better service recovery outcomes, leading to a positive hotel image.

Keywords

Main Subjects

Files

Share

How to cite

Statistics