Service Failure and Service Recovery in Tourism: A Review

Christine Ennew · Christel DeHaan · Klaus Schoefer

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Service and Product Innovation

Abstract

Although tourism organisations may have customer satisfaction as a major goal, not all tourism experiences are satisfactory from the consumer perspective. Service failures can and do occur. Tourism may be particularly susceptible to the problem of service failure because of the number of different service providers involved and that fact that it is an important and heavily people-based service. If service failures cannot be avoided then organisations must have clear strategies for responding to service failures and minimising the adverse impact of customer complaints. This paper reviews existing literature on service failure in relation to travel and tourism and identifies the strategies that organisations can use to manage the outcomes of dissatisfying service experiences.

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References

1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 1987Product/Consumption-Based Affective Responses and Postpurchase Processes 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

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2017Consumer vulnerability and complaint handling: Challenges, opportunities and dispute system design 2019Voicing out or switching away? A psychological climate perspective on customers’ intentional responses to service failure

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