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Abstract
A great deal of scholarly attention is devoted to meeting buyers and meeting suppliers, yet there is a paucity of research focusing on meeting delegates. Although most meeting venues realize that it is in their best interest to recover failed service encounters, little scholarly guidance on how to do that is available. In an attempt to address this gap in meetings, incentives, conventions, and exhibitions research, this article presents a conceptual model of a service recovery process that meeting venues can adopt to address dissatisfied delegates.