Arjeta Anamali
- Luigj Gurakuqi University, Economic Faculty, Rektorat, Sheshi 2 Prilli, 4001, Shkoder, Albania
Romina Dhora
- Luigj Gurakuqi University, Economic Faculty, Rektorat, Sheshi 2 Prilli, 4001, Shkoder, Albania
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.
Tenth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research - LIMEN 2024 - International Scientific-Business Conference – LIMEN 2024: Vol 10. Conference Proceedings , December 5, 2024
Conference Proceedings published by: Association of Economists and Managers of the Balkans, Belgrade, Serbia
ISBN: 9788680194929 , ISSN: 26836149 , DOI: 10.31410/LIMEN.2024
Creative Commons Non Commercial CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-Non-Commercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission.
