This article discusses the service failure of a service provider called All-Suite Hotel which rents out its service apartments for a monthly fee. A case study was conducted on this hotel, by focusing on the service failure experience of a customer named Mr. Smith. He arrived at his apartment early...

Loyalty programs have risen in popularity as a tool to build customer loyalty in many industries, including the hotel industry. Though their effectiveness in building customer loyalty is still under debate (Dowling & Uncles, 1997; Hu, Huang, & Chen, 2010; Wirtz, Mattila, & Lwin, 2007), to attract...

The issue discuses customer recovery in the hospitality and tourism industry. This issue consists of seven papers. The first paper examines the role of failure mode (SST versus face-to-face encounter), recovery effort, and gender on customers' service recovery perceptions. The second paper...

Purpose - Owners, managers and employees may be criticized personally and professionally by consumers in online reviews, and may suffer emotional and burnout consequences. The purpose of this paper is to examine the impact of customer-generated negative online reviews on hospitality employees....

This research draws on acculturation theory to identify potential differences in Chinese Americans' reaction to a service failure based on their acculturation level, in this case, among those who have lived in the United States for at least five years. Rather than compare consumer differences in...

This chapter focuses on the trends and issues faced by Australian convention hotels. It first provides an overview of the spatial distribution of convention hotels in Australia before offering an historical perspective on their development and an assessment of the range of convention hotels found...

Moving beyond the traditional focus on single service providers and internal service recoveries, this article extends service failure/recovery research by examining the effect on consumer evaluations and behavior of (1) a series of service failures that involve multiple entities in the creation of...

This research tests and supports the proposition that when consumers read online customer reviews that include elements of a good story, they will deem those reviews to be more helpful when they decide whether to patronize hotels. Furthermore, results indicate that consumers perceive online reviews ...

Purpose: The purpose of this study is to examine and discuss whether women executives in the hospitality industry in Hong Kong adopt a feminine, masculine or gender-neutral approach to leadership. Design/methodology/approach: This study focuses on women with positional power in senior-level...

Going beyond the traditional East/West consumer differentiation in studying service failure, this article examined the impact of acculturation, together with ethnicity of service staff and origin of a hotel brand on consumers' perceptions and behavioral responses. The research drew on four focus...