Management Perspectives on Service Recovery Strategies in the Hotel Industry, Albania
Management Perspectives on Service Recovery Strategies in the Hotel Industry, Albania

Author(s): Arjeta Anamali, Romina Dhora
Subject(s): Social Sciences
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: Hotels; Costumers; Service; Failure; Recovery
Summary/Abstract: The hotel industry significantly contributes to tourism, local economies, employment, and destination development. Despite their dedication to effective management and service, hotel managers still experience service failures. Due to the simultaneity of production and consumption in hotels, achieving a completely flawless service is impossible (Del Río-Lanza et al., 2009). A service failure triggers the service recovery process. This recovery effort gives hotels a valuable opportunity to please customers affected by service disruptions. This study uses primary research by conducting interviews with hotel managers to explore their perspectives and strategies regarding service failures and recovery efforts. Thirty-two Albanian managers from hotels and hotel complexes participated in interviews. The analysis is presented descriptively, with a summarized overview of the managers’ responses to each question. This research lays the groundwork for future studies exploring consumer viewpoints.

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