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Volume 26, Issue 2

Journal of Travel & Tourism Marketing

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Journal of Travel & Tourism Marketing, Volume 26, Issue 2 (2009)

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Journal of Travel & Tourism Marketing, Volume 26, Issue 2 (2009)

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Service Failure & Recovery in Hospitality & Tourism

Miscellany

Preface

Karin Weber

Pages: 117-119

Published online: 13 May 2009

First Page PreviewforPreface | Full Text | References | PDF (101.9 KB)

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Original Articles

Article

THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION

Anna S. Mattila, Wonae Cho & Heejung Ro

Pages: 120-128

Published online: 12 May 2009

AbstractforTHE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION | Full Text | References | PDF (203.3 KB)

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Article

DEALING WITH SERVICE FAILURES: THE USE OF EXPLANATIONS

Graham L. Bradley & Beverley A. Sparks

Pages: 129-143

Published online: 12 May 2009

AbstractforDEALING WITH SERVICE FAILURES: THE USE OF EXPLANATIONS | Full Text | References | PDF (271.9 KB)

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Article

ENOUGH IS ENOUGH! OR IS IT? FACTORS THAT IMPACT SWITCHING INTENTIONS IN EXTENDED TRAVEL SERVICE TRANSACTIONS

Keith S. Coulter

Pages: 144-155

Published online: 12 May 2009

AbstractforENOUGH IS ENOUGH! OR IS IT? FACTORS THAT IMPACT SWITCHING INTENTIONS IN EXTENDED TRAVEL SERVICE TRANSACTIONS | Full Text | References | PDF (274 KB)

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Article

AN ANALYSIS OF CORPORATE E‐MAIL COMMUNICATION AS PART OF AIRLINES' SERVICE RECOVERY STRATEGY

Astrid Dickinger & Ulrike Bauernfeind

Pages: 156-168

Published online: 12 May 2009

AbstractforAN ANALYSIS OF CORPORATE E‐MAIL COMMUNICATION AS PART OF AIRLINES' SERVICE RECOVERY STRATEGY | Full Text | References | PDF (218.6 KB)

922 Views
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Article

A STORYTELLING PERSPECTIVE ON ONLINE CUSTOMER REVIEWS REPORTING SERVICE FAILURE AND RECOVERY

Hulda G. Black & Scott W. Kelley

Pages: 169-179

Published online: 12 May 2009

AbstractforA STORYTELLING PERSPECTIVE ON ONLINE CUSTOMER REVIEWS REPORTING SERVICE FAILURE AND RECOVERY | Full Text | References | PDF (200 KB)

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Article

CRITICAL INCIDENTS IN TOURISM: FAILURE, RECOVERY, CUSTOMER SWITCHING, AND WORD‐OF‐MOUTH BEHAVIORS

Scott R. Swanson & Maxwell K. Hsu

Pages: 180-194

Published online: 12 May 2009

AbstractforCRITICAL INCIDENTS IN TOURISM: FAILURE, RECOVERY, CUSTOMER SWITCHING, AND WORD‐OF‐MOUTH BEHAVIORS | Full Text | References | PDF (244.4 KB)

2283 Views
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Article

SERVICE FAILURE AND RECOVERY IN AN ALL‐SUITE HOTEL/SERVICED APARTMENT CONTEXT: A CASE STUDY

Karin Weber

Pages: 195-199

Published online: 12 May 2009

First Page PreviewforSERVICE FAILURE AND RECOVERY IN AN ALL‐SUITE HOTEL/SERVICED APARTMENT CONTEXT: A CASE STUDY | Full Text | PDF (125.2 KB)

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Miscellany

CALENDAR

Page: 200

Published online: 12 May 2009

CitationforCALENDAR | Full Text | PDF (33.4 KB)

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Journal of Business Research Call for Papers: Special Issue on WORK, LEISURE AND TOURISM IN THE PACIFIC RIM

Pages: 201-202

Published online: 12 May 2009

CitationforJournal of Business Research Call for Papers: Special Issue on WORK, LEISURE AND TOURISM IN THE PACIFIC RIM | Full Text | PDF (84.9 KB)

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Journal of Travel & Tourism Marketing (Vol.26, Iss.2, 2009)

Service Failure & Recovery in Hospitality & Tourism

Service Failure & Recovery in Hospitality & Tourism

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