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Satisfaction plays a key role in the service industry and especially in the hospitality industry (Edvardsson, Johnson, Gustafsson & Strandvik, 2000). This study seeks to explore satisfaction and organizational commitment in relation to service recovery performance among luxury resort employees. This study is a replication of a previous study conducted by Yavas, Karatepe, Avci & Tekinkus (2003) and was carried out on a pilot study basis. The pilot study was conducted to determine if there is enough support for studying the model proposed by Yavas, Karatepe, Avci & Tekinkus (2003) in the original study. The results support further development of the study within the luxury resort setting.
Crawford et al. (Thu,) studied this question.
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