Hospitality Recovery Strategies: Customer Preference versus Firm Use
The purpose of this study was to investigate the use and effectiveness of service recovery strategies that are employed in the hospitality industry. More specifically, this research uses the critical incident technique to analyze approximately 750 recovery incidents in restaurant and hotel industrie...
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| Veröffentlicht in: | Journal of hospitality & tourism research (Washington, D.C.) D.C.), 1999-02, Vol.23 (1), p.71-84 |
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| Hauptverfasser: | , |
| Format: | Artikel |
| Sprache: | eng |
| Schlagworte: | |
| Online-Zugang: | Volltext |
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| Zusammenfassung: | The purpose of this study was to investigate the use and effectiveness of service recovery strategies that are employed in the hospitality industry. More specifically, this research uses the critical incident technique to analyze approximately 750 recovery incidents in restaurant and hotel industries. Eleven recovery strategies are identified and assessed by comparing customer preference to firm use. In many instances, what customers want most is not what restaurants/hotels are necessarily implementing. |
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| ISSN: | 1096-3480 1557-7554 |
| DOI: | 10.1177/109634809902300106 |