An experimental investigation into the timing of service failure communication
Service failures are common in the hospitality industry and are often associated with low guest satisfaction. However, guest satisfaction is possible to be restored when excellent service recovery tactics are deployed in a timely fashion. The temporary unavailability of a service offering is a typ...
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| Format: | Others |
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Virginia Tech
2021
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| Online Access: | http://hdl.handle.net/10919/104147 |