Mediation of the Recovery of Satisfaction on the Influence of Perceived Fairness on Client Trust in a Two-Star Hotel Peru Case

Dávila Valdera L.J.; Espino Carrasco M.; Espino Carrasco D.K.; Valdera Benavides E.D.; Martel Acosta R.; Arbañil Chicoma C.; Espino Carrasco M.J.; Vasquez Cachay R.; Dávila Valdera L.V.; Dávila Valdera A.K.; Guevara Cruzado S.M. · Applied Human Factors and Ergonomics International (2023) · DOI: 10.54941/ahfe1004303

Resumen

In a study, the trust variable (TR) was examined as a mediating variable, as well as the satisfaction recovery (SR) variable, and finally the perceived fairness (PF) referring to the understanding of consumer reactions to the difficulties encountered when using company services. The model used in this study was modified from what was reported by Kim et al. (2009). The main objective was to determine the SR between the influence of the PF and the TR of the client of a two-star hotel. The approach used was quantitative, with a cross-sectional design and an explanatory level, and questionnaires were used to collect data. Finally, the results suggest that SR did not play a mediating role in this context, which implies that the drawbacks and failures examined in the study did not have a significant influence on the other variables evaluated.

Instituciones: Universidad Nacional Mayor de San Marcos; Universidad Nacional Pedro Ruiz Gallo; Universidad César Vallejo; Universidad Señor de Sipán; Universidad Católica Santo Toribio de Mogrovejo