Service failure and recovery: evidence from the hotel industry
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 January 2004
Abstract
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 experienced by hotel guests; evaluate the service recovery strategies used by hotels and their effectiveness; and discover whether or not there were differences in attitudes and behaviour between business and leisure guests. Data were collected from a sample of guests in a four‐star hotel. Discussion of the findings leads to some suggestions for improvements for hotel management.
Keywords
Citation
Lewis, B.R. and McCann, P. (2004), "Service failure and recovery: evidence from the hotel industry", International Journal of Contemporary Hospitality Management, Vol. 16 No. 1, pp. 6-17. https://doi.org/10.1108/09596110410516516
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited