Service guarantee: A strategy for service recovery

Journal of Hospitality & Tourism Research

Volumn 22, Issue 1, 1998, Pages 56-71

  Callan, Roger J ^a   Moore, Jacqueline ^b  

^a MANCHESTER METROPOLITAN UNIVERSITY   (United Kingdom)

^b HOSTA Hotel and Tourism School   (Switzerland)

Author keywords

attribution; empowerment; guarantees; hospitality; quality; service recovery

Indexed keywords

EID: 84992769461     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/109634809802200106     Document Type: Article

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