Impacts of Organizational Responses on Customer Satisfaction and Loyalty in Northern Cyprus Hotels and Casinos

Strategically, every organization follows a specific systematic plan of action to control the service recovery procedures, namely organizational responses. Organizational responses vary due to different approaches and opinions; however, six responses are usually referenced in the literature: timeliness, redress, facilitation, credibility, attentiveness and apology. Therefore, Investigation of the impacts of organizational responses on hotel-casino customers‟ satisfaction and loyalty in Northern Cyprus hotels and casinos provides useful information for policy makers and managers. Results show that while atonement, facilitation and attentiveness show statistically significant and positive relationships with customer satisfaction and loyalty, apology, promptness show different behaviors in Northern Cyprus hotels and casinos. In addition, it should be noted that creditability as an organizational response is measured but no significant result has shown up. Keywords: Organizational responses, Service Recovery, Customer Satisfaction, Customer Loyalty.