A critical evaluation of service failure and recovery in UK hotels from the consumer perspective
(2011)
Thesis
Bennett, I. A critical evaluation of service failure and recovery in UK hotels from the consumer perspective. (Thesis). Salford : University of Salford
Few, if any, organisations can deliver 'zero defects' service to customers. The management of both complaints about service failure and the recovery strategies employed when critical incidents occur is therefore important because of its actual imp... Read More about A critical evaluation of service failure and recovery in UK hotels from the consumer perspective.