Service failure and recovery: evidence from the hotel industry

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...

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Bibliographic Details
Published inInternational journal of contemporary hospitality management Vol. 16; no. 1; pp. 6 - 17
Main Authors Lewis, Barbara R, McCann, Pamela
Format Journal Article
LanguageEnglish
Published Bradford Emerald Group Publishing Limited 01.01.2004
Subjects
Compensation
Consumption
Customer services
Employees
Failure
Hospitality industry
Hotels
Hotels & motels
Perceptions
Quality control
Quality of service
Quality systems
Research methodology
Service failures
Service improvements
Statistical analysis
Studies
United Kingdom
United Kingdom > UK
Service failures
Hotels
United Kingdom
Quality systems
Service improvements
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Summary: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.
Bibliography:ark:/67375/4W2-5ZFX39HL-3
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ISSN:0959-6119
1757-1049
DOI:10.1108/09596110410516516