Customer Perspectives on Service Failures in the Tourism and Hospitality Industry
Author | : Beverley Sparks |
Publisher | : |
Total Pages | : 36 |
Release | : 2002 |
ISBN-10 | : 1876685743 |
ISBN-13 | : 9781876685744 |
Rating | : 4/5 (43 Downloads) |
Download or read book Customer Perspectives on Service Failures in the Tourism and Hospitality Industry written by Beverley Sparks and published by . This book was released on 2002 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 publication is also available for free download at www.crctourism.com.au