Appraising Tourism and Hospitality Service Failure Events: A Chinese Perspective

Journal of Hospitality and Tourism Research

Volumn 31, Issue 4, 2007, Pages 504-529

  Lee, Yun Lok ^a   Sparks, Beverley ^b  

^a SOUTHERN CROSS UNIVERSITY   (Australia)

^b GRIFFITH UNIVERSITY   (Australia)

Author keywords

Chinese; cultural values; means end chain; service failure; service recovery

Indexed keywords

EID: 67349189711     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348007302353     Document Type: Article

References (61)

1. Toward an understanding of inequity.Journal of Abnormal and Social Psychology. 1965;67 (5): 422-436.
2. Service recovery strategies: The impact of cultural differences. Journal of.Hospitality & Tourism Research. 2000;23 (3): 526-538.
3. A pan-cultural study of restaurant service expectations in the United States and Hong Kong.Journal of Hospitality & Tourism Research. 1999;24 (4): 526-538.
4. On great service-A framework for action. New York: The Free Press; 1995:.
5. Interactional (in)justice: The sacred and the profane Advances in organizational justice. Stanford, CA: Stanford University Press; 2001:89-118.
6. International justice: Communication criteria for fairness Research on negotiation in organizations. Greenwich, CT: JAI Press; 1986:43-55.
7. The effects of distributive, procedural, and interactional justice on post-complaint behavior.Journal of Retailing. 1997;73 (2): 185-210.
8. Beyond the Chinese face: Insights from psychology. Hong Kong: Oxford University Press; 1991:.
9. Chinese values The handbook of Chinese psychology. Hong Kong: Oxford University Press; 1996:208-226.
10. The social psychology of Chinese people The psychology of the Chinese people. Hong Kong: Oxford University Press; 1987:213-266.
11. A Chinese perspective on face as inter-relational concern The challenge of facework: Cross-cultural and interpersonal issues. Albany: State University of New York Press; 1994:95-132.
12. Confucianism in Chinese culture. Malaysia. Pelanduk Publications; 2000:.
13. Chinese values and the search for culture-free dimensions of culture.Journal of Cross-Cultural Psychology. 1987;18 (2): 143-164.
14. The role of face situation and attitudinal antecedents in Chinese consumer complaint behavior.Journal of Social Psychology. 1987;128 (2): 173-180.
15. International marketing and national character: A review and proposal for an integrative theory.Journal of Marketing,. 1990;54 (4): 66-79.
16. Investing in interactional justice: A study of the fair process effect within a hospitality failure context. Journal of.Hospitality & Tourism Research. 2000;24 (4): 448-472.
17. Global marketing and advertising: Understanding cultural paradoxes. Thousand Oaks, CA: Sage; 1998:.
18. A classification of Chinese culture. Cross Cultural Management-An.International Journal. 2000;7 (2): 3-10.
19. Cross-cultural communication for the tourism and hospitality industry. Frenchs Forest, NSW. Pearson Education Australia; 2002:.
20. Chinese communication processes The handbook of Chinese psychology. Hong Kong: Oxford University Press; 1996:280-293.
21. Interaction ritual: Essays on face-to-face interaction. Garden City, NY: Doubleday; 1967:.
22. Salient dimensions of perceived fairness in resolution of service complaints.Journal of Customer Satisfaction/Dissatisfaction and Complaining Behavior. 1989;2:87-92.
23. On the concept of face.American Journal of Sociology. 1976;81 (4): 867-884.
24. Culture's consequences: International differences in work-related values. Newbury Park, CA: Sage; 1980:.
25. Psychosocial homeostasis and jen: Conceptual tools for advancing psychological anthropology.American Anthropology. 1971;73 (1): 23-44.
26. The Chinese concepts of "face.American Anthropologist. 1944;46 (1): 45-64.
27. Justice perceptions of complaint-handling: A cross-cultural comparison between PRC and Canadian customers.Journal of Business Research. 2001;52 (2): 161-173.
28. Face and favor: The Chinese power game.American Journal of Sociology. 1987;92 (4): 944-974.
29. Service failure and recovery: Impact, attributes and process Advances in services marketing and management research and practice. Greenwich, CT: JAI Press; 1995:211-228.
30. Service recovery strategies for single and double deviation scenarios.The Services Industries Journal. 1999;19 (2): 69-82.
31. A partial theory of Chinese consumer behavior: Marketing strategy implications. Hong Kong.Journal of Business Management. 1982;1:97-109.
32. Variations in value orientation. Evanston, IL: Paterson and Co; 1961:.
33. Marketing leadership in hospitality: Foundations and practices. New York: Van Nostrand; 1989:.
34. The analects of Confucius. New York: W. W. Norton; 1997:.
35. Fatal service failures across cultures.Journal of Hospitality & Leisure Marketing. 2001;8 (1 2): 93-110.
36. Service recovery in China.International Journal of Contemporary Hospitality Management. 2004;16 (5): 279-286.
37. The role of culture and purchase motivation in service encounter evaluations.Journal of Services Marketing. 1999;13 (4 5): 376-389.
38. Service recovery and fairness perceptions in collectivist and individualist contexts.Journal of Service Research. 2004;6 (4): 336-346.
39. Application of fairness theory to service failures and service recovery.Journal of Service Research. 2003;5 (3): 251-266.
40. Justice for all? Progress in research on cultural variation in the psychology of distributive and procedural justice.Applied Psychology: An International Review. 2000;49 (1): 100-132.
41. The economic role of the Chinese in Malaysia The Chinese in Malaysia. Shah Alam: Oxford University Press; 2000:94-120.
42. Cross-cultural behaviour in tourism: Concepts and analysis. Oxford: Butterworth-Heinemann; 2003:.
43. Laddering theory, method, analysis, and interpretation.Journal of Advertising Research. 1988;28 (1): 11-31.
44. Winning the service game. Boston: Harvard Business School Press; 1995:.
45. Consumer behaviour in Asia. Basingstoke, UK. Macmillan; 1998:.
46. Waiter, what's that fly doing in my soup?. Responding to service failure in the hospitality industry.Griffith University Professorial Lecture. 2003; (4):.
47. Relating ethnic attitudes and consumption values in an Asian context Advances in consumer research.M. B. Holbrook. 1985;12:122-125.
48. Your Chinese roots: The overseas Chinese story. Singapore: Times Book International; 1998:.
49. Customer evaluations of service complaint experiences: Implications for relationship marketing.Journal of Marketing. 1998;62 (2): 60-76.
50. China: Consumer voice and exit International fare in consumer satisfaction and complaining. Bloomington: Indiana University; 1982:105-111.
51. The impact of people, process, and physical evidence on tourism, hospitality, and leisure service quality Service quality management in hospitality, tourism and leisure. Binghamton, NY: Haworth; 2001:67-84.
52. Does culture matter? A cross-cultural study of executives' choice, decisiveness, and risk adjustment in international marketplace.Journal of Marketing,. 1988;52 (4): 81-95.
53. Procedural and distributive justice: What is fair depends more on what comes first than on what comes next.Journal of Personality and Social Psychology. 1997;72 (1): 95-104.
54. Service failures away from home: Benefits in intercultural service encounters.International Journal of Service Industry Management. 2003;14 (4): 436-457.
55. The inspirations of Tao Zhu-gong-Modern business lessons from an ancient past. Singapore: Prentice Hall; 2001:.
56. The role of culture in the perception of service recovery.Journal of Business Research. 2004;57 (9): 957-963.
57. Understanding the behavior of Hong Kong Chinese tourists on group tour packages.Journal of Travel Research. 2001;40 (1): 57-67.
58. Chinese outbound tourism. Madrid: World Tourism Organization UNWTO; 2003:.
59. Hong Kong marketing management at the cross-roads: A case analysis approach. Hong Kong: The Commercial Press (Hong Kong) Ltd.; 1989:.
60. Consumer behavior in China: Customer satisfaction and cultural values. London: Routledge; 1994:.
61. Cross-national analysis of hotel customers' attitudes toward complaining and their complaining behaviors.Tourism Management. 2006;27 (1): 11-24.