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The Effects Of Consumers’ Behavioral Intentions On Service Recovery In Luxury Hotels

Table 6:

Item Hypothesis Statement Beta P-value Status
H1 Communication has positive effects on customers' service recovery satisfaction. 0.295 0.000 Accepted
H2 Empowerment has positive effects on customers' service recovery satisfaction. 0.305 0.000 Accepted
H3 Feedback has positive effects on customers' service recovery satisfaction. 0.355 0.000 Accepted
H4 Atonement has positive effects on customers' service recovery satisfaction. 0.115 0.003 Accepted
H5 Tangible has positive effects on customers' service recovery satisfaction. -0.139 0.080 Rejected
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