The Impact Of Star Hotel Service Failure,serveice Recobery And Customer Satisfaction On Repurchase Intention

With the increasingly fierce competition in the hotel industry and the gradual saturation of the market,attract and compete for customers to become the key to the survival and development of the hotel.Because the service is intangible,heterogeneous,sy nchronous and perishable characteristics,service failure in the hotel's actual operation is very difficult to avoid the occurrence of service failure to take effective measures of service recovery,greatly promote the customer to make a beneficial to the hotel for survival,so that customer satisfaction and repurchase will be promoted,which can reduce the loss of customers.Thus,this paper is to examine the independent variables on the dependent variable of the landscape through empirical research to.A profound research on the theory o f service failure and service recovery theory,customer satisfaction theory and customer repurchase intention theory,comprehensive use of qualitative and quantitative analysis method.And the relationship between hotel service failure and service article saved and the customer satisfaction and customer repurchase intention to carry on carefu 1 research.5 hypotheses are put forward,then the comprehensive arrangement of the Yanbian Korean Autonomous Prefecture star hotel customer satisfaction and repurchase intention survey data,serious failure,service from the hotel service recovery and customer satisfaction to repurchase intention to write the scene of research discussion.The research focus of this thesis is mainly reflected in:the research object selected for the Yanbian star hotel occupancy customers,empirical analysis of service failure,service recovery and customer satisfaction to repurchase intention influence mecha nism and process,carefully verify the hypothesis reasoning,the results are as follows:1,service failure has significant negative Jing Bian response to customer satisfaction.2,service recovery has a significant positive impact on customer satisfaction,3,ser vice failure on customer repurchase intention has a significant negative.4,Service recovery has a significant positive trend toward customer repurchase intention.5,Customer satisfaction has a significant positive trend towards customer repurchase intention.The results are consistent with the real situation,and have a certain degree of devel opment in the field of service failure theory and service recovery theory.