A Dialogue Concerning the Importance of Service Recovery in Customer Satisfaction and Loyalty in the Hospitality Industry: Utilizing Technology for Improvement

Abstract

The concept of service recovery, its importance in boosting customer satisfaction and loyalty, and how technology can be used to improve the process are all covered in this viewpoint dialogue. The process of responding to client complaints and resolving problems that could occur when providing services is referred to as service recovery. In today's cutthroat hospitality business environment, when customer experience is crucial in determining firm performance, the essay underlines the significance of service recovery. The usage of CRM software, live chat assistance, social media monitoring, and mobile apps are four techniques that companies can employ to enhance service recovery. Businesses may strengthen customer relationships and improve their reputation by improving service recovery.