Service recovery readiness in Australian hospitality and leisure operations: A conceptual framework and findings from an exploratory study

Journal of Quality Assurance in Hospitality and Tourism

Volumn 6, Issue 1-2, 2005, Pages 43-64

  Suh, Ji Hyun ^a   Barker, Sunita ^b   Pegg, Shane ^c   Kandampully, Jay ^d  

^a Novotel Ambassador Gangnam   (South Korea)

^b DEAKIN UNIVERSITY   (Australia)

^c UNIVERSITY OF QUEENSLAND   (Australia)

^d OHIO STATE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Employee empowerment; Hospitality; Leisure; Service quality; Service recovery

Indexed keywords

EID: 33749042083     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1300/J162v06n01_04     Document Type: Article

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