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Cross-cultural differences: An investigation of service failures and service recoveries in hotels

Cross-cultural differences: An investigation of service failures and service recoveries in hotels

Kuenzel, Sven and Katsaris, Nektarios (2011) Cross-cultural differences: An investigation of service failures and service recoveries in hotels. European Journal of Management, 11 (4). pp. 18-29. ISSN 1555-4015 (Print), 2378-8526 (Online)

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Abstract

A number of studies have examined the impact that service failure has on customer satisfaction with the provider. Therefore, the literature has stressed the importance for the service provider to resolve any such problems by implementing a service recovery strategy. Nevertheless it is unclear if tourists from different countries deal with these issues in the same way. Consequently this qualitative study will investigate if cross-cultural differences exist between British and Greek tourists.

Item Type: Article
Uncontrolled Keywords: Cross-Cultural Differences, Service Failure, Service Recovery, Tourism
Subjects: H Social Sciences > H Social Sciences (General)
Faculty / Department / Research Group: Faculty of Business > Department of Marketing, Events & Tourism
Related URLs:
Last Modified: 14 Oct 2016 09:38
Selected for GREAT 2016: None
Selected for GREAT 2017: None
Selected for GREAT 2018: None
URI: http://gala.gre.ac.uk/id/eprint/15519

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