Service Recovery in Luxury Hotels and Resorts in Sri Lanka
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Hotel providers attempt to provide excellent services to guests, but as a service environment is based on human interactions, service failures due to human deficiencies are unavoidable, making service recovery strategies essential for the service organisations. In the hospitality industry, service recovery is often required, as service failure is a common issue. Service failure happens when service delivery does not meet the expectations of a customer, and requires the hotel’s management to respond with recovery efforts. Although service failures are considered as a deficiency or a problem area within an organisation, it is assumed that the ultimate test of an organisation’s focus on the quality of service is how it reacts to service failure. The objective of this research is to explore the most common areas of service failures and main sources of these failures in luxury hotels and resorts in Sri Lanka, and provide possible service recovery strategies from a human resource management perspective.