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Keywords: Guest preference
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Journal Articles
Guest preferences for service recovery procedures: conjoint analysis
Available to Purchase
Journal of Hospitality and Tourism Insights (2018) 1 (3): 276–288.
Published: 17 July 2018
...Seung Hyun Lee Purpose The ongoing challenge for hospitality firms is not to avoid service failures completely but rather to find effective ways of recovering from them. The purpose of this paper is to adopt conjoint analysis to examine guest preferences for service recovery actions that are taken...
