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Keywords: Consumption type
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Journal Articles
Who is more forgivable? The interaction effect of consumption type and service failure type on guest forgiveness
Available to Purchase
International Journal of Contemporary Hospitality Management (2025) 37 (8): 2898–2917.
Published: 24 June 2025
...Qianqian Su; Fangxuan (Sam) Li Purpose In the tourism and hospitality industries, contemporary guests frequently encounter two types of service failures: those caused by artificial intelligence (AI) and those caused by humans. This study aims to explore the interaction effect of consumption type...
Includes: Supplementary data
