A critical evaluation of service failure and recovery in UK hotels from the consumer perspective
Few, if any, organisations can deliver 'zero defects' service to customers. The management of both complaints about service failure and the recovery strategies employed when critical incidents occur is therefore important because of its actual impact on consumer satisfaction and subsequent...
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University of Salford
2011
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.534501 |