prikaz prve stranice dokumenta Development and validation of the customer empowerment scale in hotel service recovery
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Scientific paper - Original scientific paper
Development and validation of the customer empowerment scale in hotel service recovery
Current Issues in Tourism, 16 (2013), 4; 369-387. https://doi.org/10.1080/13683500.2012.699511
Pranić, Ljudevit; Roehl, Wesley S.

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Pranić, Lj. & Roehl, W. S. (2013). Development and validation of the customer empowerment scale in hotel service recovery. Current Issues in Tourism, 16. (4), 369-387. doi: 10.1080/13683500.2012.699511

Pranić, Ljudevit and Wesley S. Roehl. "Development and validation of the customer empowerment scale in hotel service recovery." Current Issues in Tourism, vol. 16, no. 4, 2013, pp. 369-387. https://doi.org/10.1080/13683500.2012.699511

Pranić, Ljudevit and Wesley S. Roehl. "Development and validation of the customer empowerment scale in hotel service recovery." Current Issues in Tourism 16, no. 4 (2013): 369-387. https://doi.org/10.1080/13683500.2012.699511

Pranić, Lj. and Roehl, W. S. (2013) 'Development and validation of the customer empowerment scale in hotel service recovery', Current Issues in Tourism, 16(4), pp. 369-387. doi: 10.1080/13683500.2012.699511

Pranić Lj, Roehl WS. Development and validation of the customer empowerment scale in hotel service recovery. Current Issues in Tourism [Internet]. 2013 May [cited 2024 December 01];16(4):369-387. doi: 10.1080/13683500.2012.699511

Lj. Pranić and W. S. Roehl, "Development and validation of the customer empowerment scale in hotel service recovery", Current Issues in Tourism, vol. 16, no. 4, pp. 369-387, May 2013. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:124:701615. [Accessed: 01 December 2024]

Metadata
Title (english)Development and validation of the customer empowerment scale in hotel service recovery
AuthorLjudevit Pranić
AuthorWesley S. Roehl
Author's institutionUniversity of Split
Faculty of economics Split
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract (english)
The purposes of this study were to develop a measurement scale for customer empowerment (CE) in hotel service recovery and to examine the role of three experiential features (i.e. the level of empowerment awarded to a guest by the hotel, service failure type, and hotel quality) in CE. The CE measurement scale was developed by following the procedures recommended by DeVellis (1991. Scale development: Theory and applications. Newbury Park, CA: Sage and 2003. Scale development. Thousand Oaks, CA: Sage). The scale was tested and found to be both reliable and valid. Due to a repeated-measures design, the role of experiential features in CE was tested with linear mixed model analysis and it was found that the level of empowerment awarded to a guest by the hotel in response to his or her complaint, as well as the severity of the service failure that caused him or her to complain, influences the degree of empowerment as perceived by that guest. However, CE is not likely to increase or decrease as a result of the number of ‘stars’ that a hotel has. Based on this study’s results, theoretical and managerial implications and opportunities for future research are further discussed.
Keywords (english)
Languageenglish
Publication typeScientific paper - Original scientific paper
Publication statusPublished
Peer reviewPeer review - international
Publication versionPublished version
Journal titleCurrent Issues in Tourism
Numberingvol. 16, no. 4, pp. 369-387
p-ISSN1368-3500
e-ISSN1747-7603
DOIhttps://doi.org/10.1080/13683500.2012.699511
URN:NBNurn:nbn:hr:124:701615
Publication2013-05
Document URLhttp://www.tandfonline.com/doi/abs/10.1080/13683500.2012.699511
Type of resourceText
Access conditionsRestricted access
Terms of useLicence In copyright icon
Created on2024-07-17 21:49:44