Search Resources
Advanced Search
Tip
You can do this in standard search by "surrounding your phrase with quotes".
Find one or more words
or or Tip
You do this in standard search by typing OR between your alternate words.
Search Resources collapse
Share this page Email Print Tweet This Share to Facebook Digg it

CUSTOMER PERSPECTIVES ON SERVICE FAILURES IN THE TOURISM & HOSPITALITY INDUSTRY

By Beverley Sparks
CUSTOMER PERSPECTIVES ON SERVICE FAILURES IN THE TOURISM & HOSPITALITY INDUSTRY
Download PDF DOCUMENT 
This project focuses upon the topic of service failure and recovery processes in the tourism sector. This report investigates the consumer thought processes and responses associated with service failure/ recovery events. Thus, the perspective of the customer, including the assigning of meaning to outcomes and actions associated with the service failure/recovery process, is paramount in this report. As a result, an overall aim of this research was to achieve a better understanding of how customers think and feel about service failures and subsequent recovery process.
This project focuses upon the topic of service failure and recovery processes in the tourism sector. This report investigates the consumer thought processes and responses associated with service failure/ recovery events. Thus, the perspective of the customer, including the assigning of meaning to outcomes and actions associated with the service failure/recovery process, is paramount in this report. As a result, an overall aim of this research was to achieve a better understanding of how customers think and feel about service failures and subsequent recovery process. Reduce

No analyst review.

Comments

Please Sign In to post comments on a resource.
If you are not a member please Register.
No Comments.

Pearls of Wisdom

“Water challenges can be assessed along three dimensions, namely cost, availability and quality.”