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Customer Perspectives on Service Failures in the Tourism & Hospitality Industry

This project focuses upon the topic of service failure and recovery processes in the tourism sector. This report investigates the consumer thought processes and responses associated with service failure/ recovery events. Thus, the perspective of the customer, including the assigning of meaning to outcomes and actions associated with the service failure/recovery process, is paramount in this report. As a result, an overall aim of this research was to achieve a better understanding of how customers think and feel about service failures and subsequent recovery process.

by Beverley Sparks

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Customer Perspectives on Service Failures in the Tourism & Hospitality Industry

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