Is guarantee compensation enough? The important role of fix and employee effort in restoring justice

International Journal of Hospitality Management

Volumn 33, Issue 1, 2013, Pages 41-50

  McQuilken, Lisa ^a   McDonald, Heath ^b   Vocino, Andrea ^a  

^a DEAKIN UNIVERSITY   (Australia)

^b SWINBURNE UNIVERSITY OF TECHNOLOGY   (Australia)

Author keywords

Fix; Perceived employee effort and hotels; Service failure severity; Service recovery; Unconditional service guarantee

Indexed keywords

EID: 84874446836     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2013.01.005     Document Type: Article

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