Service failure and recovery: Evidence from the hotel industry

International Journal of Contemporary Hospitality Management

Volumn 16, Issue 1, 2004, Pages 6-17

  Lewis, Barbara R ^a   McCann, Pamela ^a  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

Author keywords

Hotels; Quality systems; Service failures; Service improvements; United Kingdom

Indexed keywords

EID: 84986083417     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596110410516516     Document Type: Article

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