search query: @indexterm Service management / total: 228
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| Author: | Swanson, S. R. Hsu, M. K. |
| Title: | Critical incidents in tourism: failure, recovery, customer switching, and word-of-mouth behaviors |
| Journal: | Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 180-194 |
| Index terms: | service management tourism USA |
| Language: | eng |
| Abstract: | According to the article, there is a lack of research on service failure and service recovery in tourism business. The purpose of this paper is to fill that gap in research and study common service failures and recovery strategies from the viewpoint of a customer. Data was collected from three universities in US, and customers' behavioral responses were examined to evaluate the effectiveness of service recovery strategies. The findings indicate that the main reasons for switching are service provider's poor response to failures, core service failures and concerns about service quality. |
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