Service failure and recovery: evidence from the hotel industry

By Lewis Barbara R.   McCann Pamela  

International Journal of Contemporary Hospitality Management, Vol. 16, Iss. 1, 2004-01 ,pp. : 6-17

Emerald Group Publishing Ltd

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Service failure and recovery strategies in the restaurant sector: An Indo-US comparative study

By Dutta Kirti   Venkatesh Umashankar   Parsa H.G.  

International Journal of Contemporary Hospitality Management, Vol. 19, Iss. 5, 2007-07 ,pp. : 351-363

Emerald Group Publishing Ltd

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Service failure and recovery in UK theme parks: the employees' perspective

By Lewis Barbara R   Clacher Emma  

International Journal of Contemporary Hospitality Management, Vol. 13, Iss. 4, 2001-06 ,pp. : 166-175

Emerald Group Publishing Ltd

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Waiting for service: the effectiveness of recovery strategies

By McDougall Gordon H.G.   Levesque Terrence J  

International Journal of Contemporary Hospitality Management, Vol. 11, Iss. 1, 1999-01 ,pp. : 6-15

Emerald Group Publishing Ltd

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The relationship between consumer complaining behavior and service recovery: An integrative review

By Kim Min Gyung   Wang Chenya   Mattila Anna S.  

International Journal of Contemporary Hospitality Management, Vol. 22, Iss. 7, 2010-10 ,pp. : 975-991

Emerald Group Publishing Ltd

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