Research Article
The Role of Green Practice as a Moderating Variable to Achieve Service Recovery Satisfaction
@INPROCEEDINGS{10.4108/eai.3-8-2021.2315165, author={Luki Adiati Pratomo and Dyah Astarini and Darra Pradita Hidayat and Aslih Abnuri}, title={The Role of Green Practice as a Moderating Variable to Achieve Service Recovery Satisfaction}, proceedings={Proceedings of the First Lekantara Annual Conference on Public Administration, Literature, Social Sciences, Humanities, and Education, LePALISSHE 2021, August 3, 2021, Malang, Indonesia}, publisher={EAI}, proceedings_a={LEPALISSHE}, year={2022}, month={1}, keywords={green practice; apology; explanation; service recovery satisfaction}, doi={10.4108/eai.3-8-2021.2315165} }- Luki Adiati Pratomo
Dyah Astarini
Darra Pradita Hidayat
Aslih Abnuri
Year: 2022
The Role of Green Practice as a Moderating Variable to Achieve Service Recovery Satisfaction
LEPALISSHE
EAI
DOI: 10.4108/eai.3-8-2021.2315165
Abstract
This study investigated the influence of two service recovery strategies (apology and explanation) on recovery satisfaction. It also analyzed the role of green practice as a moderating variable on the influence of the two service recovery strategies on recovery satisfaction. The research design used was hypothesis testing. Research data was obtained from 40 respondents, collected using a non-probability method with a purposive sampling technique. The respondent criteria were environmentally-conscious hotel consumers who have experienced service failure in the last two years. Data analysis was done using multiple regression. The research results indicated that apology positively influenced service recovery satisfaction and green practice had a role as a moderating variable on the influence of explanation on service recovery satisfaction. Surprisingly, it turned out that explanation did not directly influence service recovery satisfaction, and green practice did not moderate the influence of apology on service recovery satisfaction.