AHFE Open AccessMediation of the recovery of satisfaction on the influence of perceived fairness on client trust in a two-star hotel. Peru Case.
Open Access
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Conference Proceedings
Authors: Luis Jhonny Dávila Valdera, Madeleine Espino Carrasco, Danicsa Espino, Edson David Valdera Benavides, Rafael Martel Acosta, Claudia Arbañil Chicoma, Mayury Espino Carrasco, Royer Vasquez Cachay, Lady Violeta Dávila Valdera, Anny Katherine Dávila Valdera, Senaida Milagros Guevara Cruzado
Abstract: In a study, the trust variable (TR) was examined as a mediating variable, as well as the satisfaction recovery (SR) variable, and finally the perceived fairness (PF) referring to the understanding of consumer reactions to the difficulties encountered when using company services. The model used in this study was modified from what was reported by Kim et al. (2009). The main objective was to determine the SR between the influence of the PF and the TR of the client of a two-star hotel. The approach used was quantitative, with a cross-sectional design and an explanatory level, and questionnaires were used to collect data. Finally, the results suggest that SR did not play a mediating role in this context, which implies that the drawbacks and failures examined in the study did not have a significant influence on the other variables evaluated.
Keywords: Perceived fairness, satisfaction recovery, trust.
DOI: 10.54941/ahfe1004303
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