The impact of service recovery evaluation on word-of-mouth intention: A moderated mediation model of overall satisfaction, household income and gender

AKINCI S., AKSOY Ş.

TOURISM MANAGEMENT PERSPECTIVES, vol.31, pp.184-194, 2019 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 31
  • Publication Date: 2019
  • Doi Number: 10.1016/j.tmp.2019.05.002
  • Journal Name: TOURISM MANAGEMENT PERSPECTIVES
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.184-194
  • Keywords: Service recovery, Tour operators, Overall satisfaction, Word-of-mouth, Household income, Gender, CUSTOMER SATISFACTION, PERCEIVED JUSTICE, LOYALTY, FAILURE, ANTECEDENTS, CONSEQUENCES, TRAVEL, METAANALYSIS, VARIABLES, RESPONSES
  • Akdeniz University Affiliated: Yes

Abstract

The study explores the effect of service recovery evaluation of tourists on their positive word-of-mouth (WOM) intentions. The successive findings from a sample of 20,727 tourists disclose several results. The proposed conditional model provides additional knowledge to the current literature with respect to accounting for how the service recovery evaluation of tourists affects positive WOM intentions through overall satisfaction contingent on household income, and whether the influence of household income on the effect of overall satisfaction on WOM is conditional on gender.