Service failures and recoveries have important implications for hospitality and tourism
businesses, not only due to general service characteristics of inseparability, heterogeneity …

Given the hospitality and tourism industry's vulnerability to service failure, extensive
research has been conducted to examine the impacts of service failures and effective …

Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance
behaviour among customers, and it can also be seen as a threat to the survival of the …

Tourism and hospitality services are highly prone to service-failure due to a high level of
customer-employee contact and the inseparable, intangible, heterogeneous and perishable …

Purpose–The purpose of this research is to explore the reasons for service failure in
restaurants. The paper aims to give insights into customers' perceptions and response …

Proposes a refined conceptual framework for understanding the holistic process of service
failure and service recovery for managers from a customer's point of view. The framework …

Tourism forecasts suggest that the People's Republic of China is a growing tourism market
to international destinations. It is likely that these tourists will encounter a range of service …

This paper is focused on service failure and recovery in the hotel industry in the UK. The
objectives of the research were to: assess the types and magnitude of service failures …

This study contributes to the literature on service recovery. As in prior studies, service
recovery was found to have a significant impact on consumer satisfaction. However, the …

In the hotel industry, exceptional service failure recovery is a key determinant of customer
satisfaction and loyalty. Western‐based hotel corporations should adapt their failure …