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AbstractFull Text

This paper reports on a study on service recovery carried out on the prestigious Norwegian Coastal Voyage (NCV) or the Hurtigruten which is the brand name. The exploration is based on a collection of 51 service failure incidents of which 16 were recovered by the service provider. This paper...

Skaalsvik, H.
International University College, Dobrich, Bulgaria
European Journal of Tourism Research, 2011, 4, 2, pp 157-179