Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causality

Hui Fu, Doris Chenguang Wu, Songshan Sam Huang, Haiyan Song, Jinhong Gong

Research output: Journal article publicationJournal articleAcademic researchpeer-review

15 Citations (Scopus)

Abstract

When service failures occur, hotels adopt various strategies to compensate guests in order to maintain their satisfaction. This study examines the effectiveness of different post-failure compensation strategies in scenarios presenting various loci of causality. The results indicate that across all scenarios, strategies combining monetary and nonmonetary compensation result in higher customer satisfaction than those which offer one or the other. In addition, nonmonetary compensation results in higher satisfaction than monetary redress when the service failure has been caused by the hotel. The study also identified a partial mediation of the interaction effect of service failure causality and compensation type on customer satisfaction by three kinds of justice.
Original languageEnglish
Pages (from-to)55-64
Number of pages10
JournalInternational Journal of Hospitality Management
Volume46
DOIs
Publication statusPublished - 1 Apr 2015

Keywords

  • Combined compensation
  • Monetary compensation
  • Nonmonetary compensation
  • Perceived justice
  • Post-recovery satisfaction

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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