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Media type:
E-Article
Title:
Service failure recovery in China
Contributor:
Magnini, Vincent P.;
Ford, John B.
Published:
Emerald, 2004
Published in:
International Journal of Contemporary Hospitality Management, 16 (2004) 5, Seite 279-286
Language:
English
DOI:
10.1108/09596110410540249
ISSN:
0959-6119
Origination:
Footnote:
Description:
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.