Recovery Strategies for Service Failure and Customers Repurchase Intentions in Selected Hotels in Eket, Akwa Ibom State, Nigeria

This study examined the effect of recovery strategies for service failure on customers repurchase intention in selected hotels in Eket, Akwa Ibom State, Nigeria. The study adopted the simple random sampling technique to aid the researcher get information from the sample population. Purposive sample was used in selecting 160 hotel managers and their customers in 10 hotels in Eket. The data collected were analyzed simple linear regression analysis with the aid of software. The result showed that SPSS that the four dimensions of service recovery (careless and rushing service, unclean rooms, food quality and rude behavior of staff) had a significant positive effect on customers repurchase intention at hotels in Eket, Akwa Ibom State, Nigeria. It is recommended from the study that in spite of the significant positive effect of the independent variable on the dependent variable, hotel management should look at other strategies not discussed in the study to help in service failure. Management of hotels in Eket should continually assess the performance of their employee in line with the constructs. Finally it was recommended that effort should be made to provide customers with high level service to enhance customer loyalty.