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Discrepancies between tourists’ and managers’ perceptions of service failures and service recoveries in hotels

Discrepancies between tourists’ and managers’ perceptions of service failures and service recoveries in hotels

Kuenzel, Sven and Katsaris, Nektarios (2011) Discrepancies between tourists’ and managers’ perceptions of service failures and service recoveries in hotels. International Journal of Business Research, 11 (5). pp. 16-25. ISSN 1555-1296 (Print), 2378-8577 (Online)

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Abstract

From the moment consumers purchase hotel services, they desire and expect excellence. Throughout the past twenty years, hotels have sought to improve and maintain their service quality, adopting quality control techniques whose basic goal is to ensure that services meet specific requirements, and are dependable and satisfactory. Otherwise service failures and service recoveries are likely to occur which can be very costly to hotels as found in the literature. However it remains unknown if managers and tourists view service failures and service recoveries differently. Consequently this paper investigates possible differences between tourists and managers with regard to service failure and service recovery in Greece.

Item Type: Article
Uncontrolled Keywords: Tourist, Hotel, Greece, Service failure, Service recovery, Tourism Research
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/15521

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