Service recovery perceived by customers in Egyptian hotels with reference to gender

Abstract EN

This paper aims at examining the effect of customers’ gender on their perceptions of service recovery process.

The relative weight of justice types (Distributive, Procedural and Interactional) as a basis for service recovery process was evaluated from the gender point of view to stand on the suitable way to handle service failure for males compared to females.

A questionnaire form was designed including two parts to determine service recovery process employed by hotels and relevant customers satisfaction with regard to gender.

Sharm-Elsheikh hotels were selected for the survey.

Data were analyzed using SPSS (V.

22) program.

The results indicated that males concentrate on distributive justice related to having tangible outcomes next to service failure occurrence.

On the other side, females give priority to procedural and interactional justice, i.e.

having more explanation about service failure, occurrence reasons and to be treated politely, honestly and quickly.

The results may assist hotels management to better manage service failures considering gender preferences.