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)
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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)
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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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