Hotel guests' cumulative satisfaction updating process in the context of service failure and service recovery

International Journal of Hospitality and Tourism Administration

Volumn 8, Issue 1, 2007, Pages 77-98

  Fu, Yao Yi ^a,b   Mount, Daniel ^c  

^a INDIANA UNIVERSITY   (United States)

^b INDIANA UNIVERSITY   (United States)

^c PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Customer satisfaction updating process; Service failure; Service recovery

Indexed keywords

EID: 33847682905     PISSN: 15256480     EISSN: 15286499     Source Type: Journal    
DOI: 10.1300/J149v08n01_05     Document Type: Article

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