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  • Service recovery and leisure events: Implications from the cancellation of Ironman New Zealand 2012

    Author(s)
    Kennelly, Millicent
    Moyle, Brent
    Lamont, Matthew
    Griffith University Author(s)
    Kennelly, Millicent P.
    Moyle, Brent D.
    Year published
    2015
    Metadata
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    Abstract
    Service recovery is a crucial consideration for event organizers when an event is cancelled or deviates from its advertised format. Despite its importance in leisure provision, service recovery has received limited attention in previous leisure events research. In addition, links between service recovery and risk management have not been well explicated. This paper explores amateur participants' perceptions of the service recovery efforts of event organizers following cancellation of Ironman® New Zealand 2012 due to severe weather. Interviews revealed that participants perceived the event organizer's service recovery efforts ...
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    Service recovery is a crucial consideration for event organizers when an event is cancelled or deviates from its advertised format. Despite its importance in leisure provision, service recovery has received limited attention in previous leisure events research. In addition, links between service recovery and risk management have not been well explicated. This paper explores amateur participants' perceptions of the service recovery efforts of event organizers following cancellation of Ironman® New Zealand 2012 due to severe weather. Interviews revealed that participants perceived the event organizer's service recovery efforts favourably, yet many indicated they would not return to the event in future. This research emphasizes the need to strategically integrate service recovery techniques into risk management planning for leisure events. In addition, it highlights how participants' preferences for compensation should be clearly understood by event organizers and integrated into a strategic service recovery plan.
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    Journal Title
    Annals of Leisure Research
    Volume
    18
    Issue
    1
    DOI
    https://doi.org/10.1080/11745398.2014.941374
    Subject
    Commercial services
    Tourism
    Tourism not elsewhere classified
    Other commerce, management, tourism and services not elsewhere classified
    Publication URI
    http://hdl.handle.net/10072/149811
    Collection
    • Journal articles

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