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Service Failure Dynamics in the Hospitality Industry
Journal article   Open access

Service Failure Dynamics in the Hospitality Industry

Obinna F. Emeafor, Nwando Helen Anunobi and Afamefuna Paul Eyisi
Nsukka Journal of the Humanities, Vol.33(1), pp.153-165
2025
DOI: https://doi.org/10.62250/nsuk.2025.33.1.153-165
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Open Access CC BY V4.0

Abstract

hospitality industry Nsukka operational challenges relational marketing Service failure
This study examines the vulnerabilities of the hospitality industry, particularly focusing on service failures and recovery strategies within hotels in Nsukka town, Enugu State, Nigeria. Recognizing that service failures can significantly impact customer relationships, the research aims to identify common failures, their underlying causes, and effective recovery methods. Data was collected through in-depth interviews with hotel staff and management and analyzed using a thematic approach. Key service failures identified include inconsistent power supply, impolite staff behavior, reservation errors, malfunctioning facilities, failure to change towels, unclean swimming pool water, and inadequate daily cleaning. The research highlights several causes for these failures, including poor funding, understaffing, outdated facilities, erratic power supply, conflicting supervisor instructions, and unprofessional staff attitudes. In terms of recovery strategies, the study identifies several approaches employed by hotels, such as acknowledging failures, promising quick resolutions, offering sincere apologies, providing compensation (including freebies), and issuing refunds or discounts. However, the paper emphasizes that while these reactive strategies can mitigate customer dissatisfaction, proactive measures—such as raising awareness, identifying root causes, assessing impacts, and implementing appropriate management actions—are essential for effectively addressing service failures and enhancing overall customer satisfaction in the hospitality industry.

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