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Volume 16, Issue 5
1 August 2004
International Journal of Contemporary Hospitality Management Cover Image for Volume 16, Issue 5
Literature Review| August 01 2004

Service failure recovery in China

;
Vincent P. Magnini
Assistant Professor of Marketing at the College of Business and Economics, Longwood University, Farmville, Virginia, USA
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John B. Ford
Professor of Marketing and International Business at the College of Business and Public Administration, Norfolk, Virginia, USA
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1757-1049
Print ISSN: 0959-6119
© Emerald Group Publishing Limited
2004
International Journal of Contemporary Hospitality Management (2004) 16 (5): 279–286.
https://doi.org/10.1108/09596110410540249

In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure recovery training programs for their properties in China. Adjustments are necessary because of differences in cognitive processing. Modifications are also required due to various Chinese cultural characteristics.

Keywords: Hotels, Hospitality management, Training, China
© Emerald Group Publishing Limited
2004
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