The Influence of Customer Satisfaction Towards Positive Word-of-Mouth in Hospitality Industry

Abstract

Providing high quality services and improving customer satisfaction are broadly known as basic factors enhancing the performances of businesses in the hotel and tourism industry. Essential of knowing customer satisfaction can help hotelier to identify the vital elements influencing customers' purchase and post-purchase experience from favorable word-of-mouth. This paper discusses the influence to recover customer satisfaction through the variable positive word-of-mouth. Many arguments from the previous researcher which is among of them believe that good or positive word-of-mouth is potential to influence of recovery customer satisfaction. Furthermore, this study also examine the elements that have includes in the positive word-of-mouth variable and recovery customer satisfaction.