A Research On Relationship Between The High Star Hotel Service Recovery And Customer Satisfaction Based On The Perceived Fariness

As the representative of the modern service industry, it is obvious to all that the hospitality industry develped rapidly in these years. But the hotel management in our country is not as advanced as the hardware configuration of the hotel. The problem about increasing number of consumer's complaints and unsatisfied management is very obvious. Above the inevitable service mistakes, service recovery managemen play a remarkable role in the development of hospitality industry in China.The service recovery is one of the important contents in service management research, effective service recovery can not only reduce the bad influence to the customer which is caused by the error, and establish a good and steady relationship between the customers and the hotel, consolidate the loyal of the customers. In the field of service recovery, the study on the relationship among the service recovery, perception fair and the remedial satisfaction is the main research areas. Although there are already many research achievement and some different research models in each period, because each element of the research in the model is still on the stage of development, any development of the theory will inevitably cause the update of the classical model. This paper is based on the development of the equity theory, with the high star hotel for the research object, disscuss about the expanded equity theory adapt the relational model of the concrete object, and the relationship among the service recovery, perception fair and the remedial satisfaction.After the oretical research and empirical analysis, we confirm that the content dimensions of the perception fair expands to informational equity, empirical study of the service recovery expands to the possibility and importance of the initiative of the remedy. The main research conclusions are as follows: (1) apologies, response speed, the initiative of the remedy and the tangible compensation positively influence on the dimension of perception fair in the dimensions of the high star hotel service recovery.(2)Four dimensions of the perception fair have a positive impact on customer satisfaction.(3)Perception fair has a mediating effect among the relationship of tangible compensation, apologies, the initiative of the remedy and recovery satisfaction.(4)The critical level of the service mistakes has a regulating action in the relationship between the features of service recovery and perception fair, and it has a remarkable regulating action between the tangible compensation and outcome fairness, and so does apologize and interactive fair. It has a non significant regulating action between response speed and fair procedures, between remedial initiative and interactive fair, and among Information equity, apologize and information fair.Furthermore, based on the results we update the classic concept model of service recovery- perception fair-remedial satisfaction, and give some advise for the recovery management of the high star hotel service.