Service failure recovery in China
Document Type
Article
Publication Date
8-1-2004
Abstract
In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure recovery training programs for their properties in China. Adjustments are necessary because of differences in cognitive processing. Modifications are also required due to various Chinese cultural characteristics.
Publication Title
International Journal of Contemporary Hospitality Management
DOI
https://doi.org/10.1108/09596110410540249
Recommended Citation
Magnini, V.P. and Ford, J.B. (2004), "Service failure recovery in China", International Journal of Contemporary Hospitality Management, Vol. 16 No. 5, pp. 279-286. https://doi.org/10.1108/09596110410540249
Original Citation
Magnini, V. P., Ford, J. B. (2004). Service failure recovery in China. International Journal of Contemporary Hospitality Management, 16(5), 279-286. http://dx.doi.org/10.1108/09596110410540249
