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Keywords: Apology
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Journal Articles
With or without mimicry: how should hotels structure their apology messages?
Available to Purchase
International Journal of Contemporary Hospitality Management (2025) 37 (12): 4239–4260.
Published: 25 November 2025
...Rishab Chauhan; Neerja Pande Purpose Service failure is a common issue in the hotel industry, and one frequently used recovery method is a written apology. An emerging communication strategy in written apologies is mimicry. Whereas mimicry has been shown to enhance rapport and trust in face...
Includes: Supplementary data
