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Customer Complaints And The Effectiveness Of Service Guarantees In The Hotel Industry

Author

Listed:
  • Aslinda Mohd Shahril

    (Faculty of Hotel and Tourism Management Universiti Teknologi Mara Puncak Alam Campus Selangor, Malaysia)

  • Yuhanis Abdul Aziz

    (Deputy Dean of Postgraduates Affairs School of Business and Economics Universiti Putra Malaysia Serdang, Malaysia)

Abstract

Purpose – This study examines the relationship between service guarantee and service quality in four and five star hotels in Malaysia. It also examines the role of empowerment as a mediating variable between service quality and service guarantee, and between service guarantee and service recovery. Finally, this study examines the effectiveness of service recovery on customer satisfaction after unpleasant service experiences with the hotel. Design – The paper presents an exploratory analysis to examine the implementation of service guarantees in Malaysian hotels and the effect of empowerment on service guarantees and service quality from the customers' perspective. Methodology – This study focuses on the four and five star hotels in Malaysia. A survey through questionnaires distributed to the respondents who stayed at the hotel. To examine the relationship, the analysis is done using SPSS and AMOS for empirical analysis. Findings – The study found a significant relationship between service guarantee and service quality; service guarantee and empowerment and confirmed that empowerment mediates the relationship between service guarantee and service recovery. Originality of the research – The study is novel in its application of signalling theory to the study of service guarantee and service quality from the customer's perspective and with employee empowerment in the Malaysian hotel scenario.

Suggested Citation

  • Aslinda Mohd Shahril & Yuhanis Abdul Aziz, 2022. "Customer Complaints And The Effectiveness Of Service Guarantees In The Hotel Industry," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 28(2), pages 397-418, August.
    • Handle: RePEc:tho:journl:v:28:y:2022:n:2:p:397-418
    DOI: https://doi.org/10.20867/thm.28.2.9
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    References listed on IDEAS

    as
    1. Boulding, William & Kirmani, Amna, 1993. "A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 111-123, June.
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    More about this item

    Keywords

    service guarantee; service quality; empowerment; customer satisfaction;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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