Examining the Service Recovery Paradox and Double Deviation by Problem Type in a Large Sample Hotel Study
Daniel J. Mount*
Associate Professor, The Pennsylvania State University, University Park, PA, USA
- *Corresponding Author:
- Daniel J. Mount
Associate Professor, The Pennsylvania State University
227 Mateer Building, University Park
PA 16802, USA
E-mail: [email protected]
Received November 24, 2011; Accepted February 23, 2012; Published February 27, 2012
Citation: Mount DJ (2012) Examining the Service Recovery Paradox and Double Deviation by Problem Type in a Large Sample Hotel Study. J Hotel Bus Manage 1:102. doi: 10.4172/2169-0286.1000102
Copyright: © 2012 Mount DJ. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
This work presents an examination into the “service recovery paradox” and the “double deviation” by problem type in a large sample hotel study. The service recovery paradox is the suggestion that a service recovery may result in a higher intent to return and/or overall satisfaction than if a problem had not been experienced. The double deviation refers to the significant negative effect on intent to return and/or overall satisfaction from a failed recovery effort. Both of these phenomena have been debated in previous research using either experimental design or a single problem type sample. This work is the first to address the phenomena using a large sample problem type approach. The results indicate that the service recovery paradox does not exist “in total” but does present itself on a specific problem type. The double deviation is shown to more severe for certain problem types than for others.