Satisfaction plays a key role in the service industry and especially in the hospitality industry (Edvardsson, Johnson, Gustafsson & Strandvik, 2000). This study seeks to explore satisfaction and organizational commitment in relation to service recovery performance among luxury resort employees. This study is a replication of a previous study conducted by Yavas, Karatepe, Avci & Tekinkus (2003) and was carried out on a pilot study basis. The pilot study was conducted to determine if there is enough support for studying the model proposed by Yavas, Karatepe, Avci & Tekinkus (2003) in the original study. The results support further development of the study within the luxury resort setting.
Crawford, Alleah and Riscinto-Kozub, Kristen
"The Role of the Employee: An Exploratory Study in Service Recovery Satisfaction in the Luxury Resort Industry,"
Journal of Tourism Insights:
1, Article 4.
Available at: http://dx.doi.org/10.9707/2328-0824.1003
Available at: http://scholarworks.gvsu.edu/jti/vol1/iss1/4