Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research

ABSTRACT

Service failures and recoveries have important implications for hospitality and tourism businesses, not only due to general service characteristics of inseparability, heterogeneity and perishability, but also due to the interactions between service employees and customers. This review paper shows that the study of service failures and recovery in hospitality and tourism has been largely limited to the studies of customer satisfaction, service quality, culture, justice, empowerment and attribution. This review of studies suggests that the field of service failures and recovery would gain additional momentum by combining these studies with organisational theories and concepts (e.g., organisational citizenship, transaction analysis, emotional labour, emotional intelligence, stress, burnout syndrome).

摘要

服务失败和恢复对酒店业和旅游业有重要影响，不仅因为服务具有不可分割性、异质性和易腐性的一般服务特征，而且由于服务员工和客户之间的交互作用。本文认为，对饭店业和旅游业服务失误与恢复问题的研究主要局限于顾客满意度、服务质量、文化、公平、授权与归因的研究。对研究的回顾表明，通过将这些研究与组织理论和概念相结合，服务失败和恢复领域将获得额外的动力（例如组织公民、交易分析、情绪劳动、情绪智力、压力、倦怠综合征）。

KEYWORDS:

• Service failure
• service recovery
• hospitality
• tourism
• research