Service failure recovery in China

Vincent P. Magnini · John B. Ford

79 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research AI in Service Interactions

Abstract

In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure recovery training programs for their properties in China. Adjustments are necessary because of differences in cognitive processing. Modifications are also required due to various Chinese cultural characteristics.

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1983The Cultural Relativity of Organizational Practices and Theories 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 1990The profitable art of service recovery.1991Some tests of the distinction between the private self and the collective self.2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions 2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

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2020Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry 2017An Exploration of Consumers' Response to Online Service Recovery Initiatives 2011Comparing Chinese and American attitudes towards complaining 2007Appraising Tourism and Hospitality Service Failure Events: A Chinese Perspective

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