Investigating the Effect of Service Quality on Customer Loyalty in the Hotel Industry: The Mediating Role of Customer Satisfaction and the Moderating Roles of Service Recovery and Perceived Value

Abstract

This empirical study seeks to contribute to a conceptual model that, reflecting the mediating role of customer satisfaction and the moderating roles of service recovery and perceived value, indicates the effect of service quality on customer loyalty in the hotel industry. Although previous studies have addressed the importance of these variables, the understanding of the moderating effect of service recovery and perceived value still remains a key issue in the existing literature. Based on the findings, the implications and future research directions are discussed.