Exploring Perceived Fairness in Hotel Service Recovery: The Case of Kingdom Plaza, Wuhan

Abstract

The purpose of this study is to explore Chinese hotel consumers' fairness perceptions of service recovery. The number of Chinese hotel guests who had participated in this questionnaire survey study was 460. The measures were adopted from previous studies and data were collected in a hotel lobby from Wuhan. The findings confirmed the importance of compensation to Chinese consumers whilst highlighting Chinese hotel consumers' emphasis on interactional fairness. Chinese hotel consumers' lack of knowledge in procedural fairness has also been revealed.

The impact of Perceived Justice on Students’ Negative Emotional Responses during Service Recovery

“…Being fairly treated by service employees in a service recovery scenario raises students' perceptions of quality and justice (Chen et al, 2014). Student perceptions of how fairly they have been treated during the service recovery process after lodging a complaint will affect their satisfaction and intention to recommend the institution (Siu et al, 2013).…”

“…as a president of the students' union or a PhD student) than the service employee. Therefore, according to Chen et al (2014), the implication of infringing this social order is that the student will perceive that they have been treated unfairly.…”