The myth of service recovery

Date of publication: October 8, 2006

Catalogue: Leisure 2006

Author: Rick Garlick

Abstract:

One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service experience. This paper analyzes guest satisfaction survey data collected from four large North American hotel chains, each of which is considered to be a full-service upscale hotel brand.

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