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Hotel Corporate Strategy Article

Hotel Corporate Strategy Article 2025

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The article investigates the impact of service failure and recovery on hotel guest satisfaction and return intentions. Based on a survey of 613 hotel guests, it finds that guests are more satisfied and likely to return when they perceive service failures as unstable and recovery efforts as stable. The study emphasizes the importance of effective communication regarding service failures, particularly in cases of overbooking, and suggests that hotel managers should develop strategies that enhance guest confidence in recovery processes.

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