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Cornell Hospitality Quarterly http://cqx.sagepub.com/ Hotel Guests ' Responses to Service Recovery: How Loyalty Influences Guest Behavior
Pablo Zoghbi-Manrique-de-Lara, Miguel A. Suárez-Acosta and Teresa Aguiar-Quintana
Cornell Hospitality Quarterly published online 28 November 2013
DOI: 10.1177/1938965513513348
The online version of this article can be found at: http://cqx.sagepub.com/content/early/2013/11/27/1938965513513348 A more recent version of this article was published on - Mar 25, 2014

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513348 research-article2013 CQXXXX10.1177/1938965513513348Cornell Hospitality QuarterlyZoghbi-Manrique-de-Lara et al.

Article

Hotel Guests’ Responses to Service
Recovery: How Loyalty Influences Guest
Behavior

Cornell Hospitality Quarterly
XX(X) 1­–13
© The Author(s) 2013
Reprints and permissions: sagepub.com/journalsPermissions.nav DOI: 10.1177/1938965513513348 cqx.sagepub.com Pablo Zoghbi-Manrique-de-Lara1, Miguel A. Suárez-Acosta1, and Teresa Aguiar-Quintana1

Abstract
Contrary to conventional wisdom, loyalty may be a driver of hotel guests’ favorable behavior when they are satisfied with a hotel’s service recovery effort. Instead of having satisfaction with service recovery directly influencing guests’ supportive actions, loyalty acts as a precondition to consumers’ positive citizenship behavior. Moreover, the factors that drive such

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