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
Hauptverfasser:	Hoffman, K. Douglas, Chung, Beth G.
Format:	Artikel
Sprache:	eng
Schlagworte:	Acquisitions & mergers
Online-Zugang:	Volltext
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