Abstract:

Service failure recovery and perceived quality of service are highly relevant issues. According to the literature, the responses to compensate the service failure which provided to customer by hotels, in others words attitudes of hotels towards the customer to solve the complaint, service failure recovery strategies which applied by hotels etc. can affect the perception about service quality of customers. This can affect the behavioral intentions of the customers to the business. In this study, it is aimed to determine the effect of service recovery strategies used by hotels towards the service failure which encountered in 5 star hotels in tourism sector. For this purpose, collected data have been analyzed and it has been determined that the 'Explanation' and 'Compensation' strategies used by hotels have positively affected the perceived service quality.

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