학술논문
The Impact of Service Recovery on Satisfaction and Word of Mouth of International Tourists Towards Homestays: An Empirical Study in Vietnam
이용수 11
- 영문명
- 발행기관
- 한국유통과학회
- 저자명
- Van Nam MAI Quoc Nghi NGUYEN Du Ha Long NGUYEN
- 간행물 정보
- 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 8 No.8, 593~600쪽, 전체 8쪽
- 주제분류
- 경제경영 > 경제학
- 파일형태
- 발행일자
- 2021.08.30
무료
구매일시로부터 72시간 이내에 다운로드 가능합니다.
이 학술논문 정보는 (주)교보문고와 각 발행기관 사이에 저작물 이용 계약이 체결된 것으로, 교보문고를 통해 제공되고 있습니다.
국문 초록
영문 초록
Service failures are fairly common these days, and recovering from them is difficult. If service failures are not addressed quickly, the service provider may lose revenue and customers. A good service recovery strategy will positively impact the business results of the service provider. The study aims to demonstrate the impact of service recovery on the satisfaction and word of mouth of international visitors towards homestays in the Mekong Delta, Vietnam. The research data was collected from 320 international visitors who have used services at homestays and experienced service failures in the Mekong Delta, Vietnam. Structural equation modeling was applied to analyze the data. The result shows that 3 dimensions constitute service recovery which are distributive justice, interactional justice, and procedural justice. Most importantly, the study has proved the positive impact of service recovery on both satisfaction and word of mouth of overseas tourists towards homestays in the Mekong Delta, Vietnam. The results have stressed the importance of service recovery to tourists’ perceptions of service quality and service image. In addition to this, the study suggests that homestay owners should develop risk handling and risk prevention plans for their services.
목차
1. Introduction
2. Theoretical Framework and Research Hypotheses
3. Methodology
4. Results and Discussion
5. Conclusion
해당간행물 수록 논문
- Impacts of Perceived Security and Knowledge on Continuous Intention to Use Mobile Fintech Payment Services: An Empirical Study in Vietnam*
- A Causality Analysis of Lottery Gambling and Unemployment in Thailand
- Technological Factors Facilitating B40’s Motivation in Malaysia to Continue Using Online Crowdsourcing Platform
- Nexus Between Social Media and Brand Preference of Smart Mobile Phones: An Empirical Study in Sri Lanka
- Envisaging Macroeconomics Antecedent Effect on Stock Market Return in India
- Factors Affecting Real Earning Management: Evidence from Indonesia Stock Exchange
- The Impact of Export Instability on Economic Growth: Evidence from Jordan
- Corporate Social Responsibility and Consumer-Company Identification in Vietnamese Project-Based Organizations
- The Effect of Corporate Social Responsibility on Religiosity, Individual Social Responsibility, and Corporate Financial Performance in South Korea
- A New Measurement and Its Determinants for Corporate Environmental Management: An Empirical Study in Vietnam
- The Impact of Investments on Economic Growth: Evidence from Vietnam
- The Effect of Customer and Competitor Market Sensing Capability on Business Performance of SMEs: An Empirical Study in Indonesia
- Results-oriented Culture, Performance Information Use and the Performance of Public Organizations: Evidence from Vietnam
- Digital Accounting, Financial Reporting Quality and Digital Transformation: Evidence from Thai Listed Firms
- The Effect of Knowledge Sharing and Innovativeness on Organizational Performance: An Empirical Study in Vietnam
- The Relationship Between Demographic Characteristics of Committee Members and Corporate Social Responsibility Commitment: Evidence from Thailand
- Factors Influencing Museum Visits: An Empirical Study in Vietnam
- Firm Characteristics and Cash Holdings Speed of Adjustment: Evidence from Vietnam
- The Impact of Institutional Quality on FDI Inflows: The Evidence from Capital Outflow of Asian Economies
- The Effect of Service Quality on Student Loyalty and Student Satisfaction: An Empirical Study of Universities in Vietnam
- Sharing Economy with the Use of Car-Sharing Applications: An Empirical Study in Vietnam
- Public’s Travel Intention Following COVID-19 Pandemic Constrained: A Case Study in Vietnam
- Accessibility to Industrial Factors and Business Performance: A Case Study of Female Entrepreneurs in Sri Lanka
- Ability and Willingness to Pay for Waste Water Management Services: A Case Study in Lampung Province, Indonesia
- The Effect of Corporate Social Responsibility Disclosure on Market Performance: Evidence from Jordan
- Microfinance and the Rural Poor: Evidence from Thai Village Funds
- The Effect of Institutional Quality on Financial Inclusion in ASEAN Countries
- Corporate Reputation and Accountability of Corporate Environmental Responsibility: Theoretical Triangulation and Conflicting Accountabilities
- Determinants of Default Risks and Risk Management: Evidence from Rural Banks in Indonesia
- The Impact of Extrinsic Work Factors on Job Satisfaction and Organizational Commitment at Higher Education Institutions in Vietnam
- Earnings Attributes that Contribute to Analyst Forecasting Errors: Empirical Evidence from Korea
- M-Learning Systems Usage: A Perspective from Students of Higher Educational Institutions in Sri Lanka
- Social Networking Sites for e-Recruitment: A Perspective of Malaysian Employers
- Ex Post Monitoring and Loan Repayment Performance in Rural Vietnam
- Service Innovation Readiness of Health Institutions during COVID-19: A Perspective from the Kingdom of Saudi Arabia
- The Effectiveness of Macroprudential Policy on Credit Growth at Bank-Level Data in Vietnam
- The Effect of Social Marketing on Customer Behavior: An Empirical Study of Tourism Companies in Baghdad, Iraq
- Intention to Use Digital Banking Services of Young Retail Customers in Vietnam
- The Role of Equity and Justice in Mediating the Relationship Between Performance Appraisal and Employee Performance: Evidence from Lebanon
- The Effect of RGEC and EPS on Stock Prices: Evidence from Commercial Banks in Indonesia
- Family Ownership’s Predisposition to the Related Party Transaction and Its Influence on a Stock Price Crash: Evidence from Indonesia
- Investigating Citizen Perceptions and Business Performance of Airbnb in Korea
- Estimation and Prediction of Financial Distress: Non-Financial Firms in Bursa Malaysia
- The Impact of Corporate Greenwashing Behavior on Consumers’ Purchase Intentions of Green Electronic Devices: An Empirical Study in Vietnam
- The E-Servqual Effect on the Stickiness Intention of Marketplace During COVID-19 Pandemic: An Empirical Study in Indonesia
- Antecedents and Consequence of Governance Characteristics, Earnings Management, and Company Performance: An Empirical Study in Iraq
- Islamic Legal Reasoning for the Justification of Tax Evasion: The Case of Indonesia
- Regime Dependent Volatility Spillover Effects in Stock Markets Between Kazakhstan and Russia
- Mitigation of Budgetary Slack Behavior Through Islamic Religiosity and Budget Control: An Empirical Study of Indonesian Local Companies
- Analyzing Online Customer Reviews for the Hotel Classification in Vietnam
- The Role of Customer Values in Increasing Tourist Satisfaction in Gianyar Regency, Bali, Indonesia
- The Effect of Strategic Innovation on Company Performance: A Case Study of the Industrial Estate of Thailand
- The Influence of Digital Literacy and Demographic Characteristics on Online Shopping Intention: An Empirical Study in Palestine
- An Economic Valuation of Forest Ecosystem Services: A Choice Modeling Application to the Mekong Delta Project in Vietnam
- The Relationship Between Emotional Intelligence and Organizational Performance: An Exploratory Study in Bangladesh
- Purchase Intention of Certified Coffee: Evidence from Thailand
- The Role of Knowledge on ASEAN Economic Community in Enhancing the Performance of Vietnamese Enterprises
- A Prediction of Stock Price Movements Using Support Vector Machines in Indonesia
- Consumer Behavior and Purchasing Intention Toward Country of Origin Labeling Products: An Empirical Study in Vietnam
- The Impact of Service Recovery on Satisfaction and Word of Mouth of International Tourists Towards Homestays: An Empirical Study in Vietnam
- The Relationship Between Corporate Social Responsibility and Financial Performance: Empirical Evidence from Vietnam
- Leadership as a Driver of Employees’ Innovation Performance: The Mediating Effect of Cultural Diversity in UAE Universities
참고문헌
교보eBook 첫 방문을 환영 합니다!
신규가입 혜택 지급이 완료 되었습니다.
바로 사용 가능한 교보e캐시 1,000원 (유효기간 7일)
지금 바로 교보eBook의 다양한 콘텐츠를 이용해 보세요!