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Service Providers Perspective on Service Failures in the Tourism and Hospitality Industry

This report discusses the topic of service failure and recovery from the service providers perspective. Specifically, the report outlines the importance of recovery from the perspective of the service provider and the manner in which complaints and subsequent follow up to these complaints should be made.

by Beverley Sparks, Janet R McColl-Kennedy

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Service Providers Perspective on Service Failures in the Tourism and Hospitality Industry

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