The Mediation Role of Service Recovery Satisfaction and Customer Satisfaction in The Relationship Between Hotel Customers' Perceived Justice and Behavioral Intentions

Abstract

The purpose of this study is to reveal the role of service recovery satisfaction and the mediating role of customer satisfaction in the relationship between the perceived justice and behavioral intentions of hotel customers who have experienced a service failure. In the research, judgmental sampling technique was preferred and a questionnaire was used. In this context, customers who encountered service errors during their stay in hotel managements in Antalya (including districts) were included in the scope of the study. At the end of the study, total 674 questionnaires ready for analysis were obtained. In addition to descriptive statistics, statistical analyzes such as normality test, explanatory and confirmatory factor analysis were used in the analysis of the data. PROCESS macro was used in the analysis to test the mediation effect. As a result of the analysis, it has been determined that the perceived justice has a significant and positive effect on behavioral intentions, service recovery satisfaction and customer satisfaction. Service recovery satisfaction has a significant and positive effect on the customer satisfaction and behavioral intent. It is determined that both service recovery satisfaction and customer satisfaction played a mediating role in the perceived justice affecting behavioral intentions.