Shining examples of service when the lights went out: Hotel employees and service recovery during the blackout of 2003

Journal of Hospitality and Leisure Marketing

Volumn 14, Issue 2, 2006, Pages 23-45

  Kwortnik, Robert J ^a  

^a Cornell University ^*  (United States)

Author keywords

Blackout; Hotels; Service employees; Service failure; Service quality; Service recovery

Indexed keywords

EID: 33746609318     PISSN: 10507051     EISSN: 15410897     Source Type: Journal    
DOI: 10.1300/J150v14n02_03     Document Type: Article

References (22)

1. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54 (January), 71-84.
2. Bosnjak, M. & Tuten, T. L. (2003). Prepaid and promised incentives in web surveys: An experiment. Social Science Computer Review, 21 (Summer), 208-217.
3. Business Editors/Travel Writers (2003). Hilton family of hotels shine during recent power blackout. Business Wire, New York (August 21, 2003), 1.
4. Cadotte, E. R. & Turgeon N. (1988). Key factors in hotel guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 28 (February), 44-51.
5. Cobanoglu, C., Warde, B., & Moreo, P. J. (2001). A comparison of mail, fax, and web-based survey methods. International Journal of Market Research, 43 (4), 441-452.
6. Cook, C., Heath, F., & Thompson, R. L. (2000). A meta-analysis of response rates in web- or internet-based surveys. Educational and Psychological. Measurement, 60 (December), 821-836.
7. Deutskens, E., De Ruyter, K., Wetzels, M., & Oosterveld, P. (2004). Response rate and response quality of internet-based surveys: An experimental study. Marketing Letters, 15 (1), 21-36.
8. Gronroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9, (Winter), 10-13.
9. Hart, C. W. L., Heskett, J. L., & Sasser, Jr., W. E. (1990). The profitable art of service recovery. Harvard Business Review (July-August), 148-156.
10. Knable C. R. J. (2002). September 11 2001, recovering hospitality at ground zero. Cornell Hotel and Restaurant Administration Quarterly, Vol. 43, No. 5 (October), 11-26.
11. Krosnick, J. (1999). Survey research. Annual Review of Psychology, 50, 537-567.
12. Kwortnik, R. J. (2005). Safeguarding hospitality service when the unexpected happens: Lessons learned from the blackout of '03. Cornell. Hotel and Restaurant Administration Quarterly, 46 (February), 13-39.
13. Maxham, J. G. & Netemeyer, R. G. (2002). A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts. Journal, of Marketing, 66 (October), pp. 57-71.
14. Schneider, B. & White, S. S. (2004). Services Quality: Research Perspectives. (Thousand Oaks, CA: Sage).
15. Smith, A. K. & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril? Journal of Service Research, 1 (August), 65-81.
16. Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36 (August 1999), 356-372.
17. Susskind, A. (2002). I Told You So! Restaurant customers' word-of-mouth communication patterns. Cornell Hotel and Restaurant Administration Quarterly, 43 (April), 75-85.
18. Tax, S. S. & Brown, S. W. (1998). Recovering and learning from service failure. Sloan Management Review (Fall), 75-88.
19. Taylor, M. S. & Enz, C. A. (2002). Voices from the field: General managers' responses to the events of September 11, 2001. Cornell Hotel and Restaurant Administration Quarterly, Vol. 43, No. 1 (February), 7-20.
20. Trouteaud, A. R. (2004). How you ask counts: A test of internet-related components of response rates to a web-based survey. Social Science Computer Review, 3 (Fall), 85-392.
21. Zeithaml, V. A., Berry, L. L., & Parasuraman, A (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21, (1), 1-12.
22. Zeithaml, V. A. & Bitner, M. J. (2003). Services Marketing: Integrating Customer Focus Across the Firm (New York: McGraw-Hill Irwin).