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Journal cover: International Journal of Contemporary Hospitality Management

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Online from: 1989

Subject Area: Tourism and Hospitality

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Service failure and recovery: evidence from the hotel industry


Document Information:
Title:Service failure and recovery: evidence from the hotel industry
Author(s):Barbara R. Lewis, (Professor of Marketing, at Manchester School of Management, UMIST, Manchester, UK.), Pamela McCann, (Manchester School of Management, UMIST, Manchester, UK.)
Citation:Barbara R. Lewis, Pamela McCann, (2004) "Service failure and recovery: evidence from the hotel industry", International Journal of Contemporary Hospitality Management, Vol. 16 Iss: 1, pp.6 - 17
Keywords:Hotels, Quality systems, Service failures, Service improvements, United Kingdom
Article type:Research paper
DOI:10.1108/09596110410516516 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Abstract:This paper is focused on service failure and recovery in the hotel industry in the UK. The objectives of the research were to: assess the types and magnitude of service failures experienced by hotel guests; evaluate the service recovery strategies used by hotels and their effectiveness; and discover whether or not there were differences in attitudes and behaviour between business and leisure guests. Data were collected from a sample of guests in a four-star hotel. Discussion of the findings leads to some suggestions for improvements for hotel management.



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