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dc.contributor.authorKennelly, Millicent
dc.contributor.authorMoyle, Brent
dc.contributor.authorLamont, Matthew
dc.date.accessioned2017-11-05T22:14:10Z
dc.date.available2017-11-05T22:14:10Z
dc.date.issued2015
dc.identifier.issn1174-5398
dc.identifier.doi10.1080/11745398.2014.941374
dc.identifier.urihttp://hdl.handle.net/10072/149811
dc.description.abstractService 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.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherRoutledge
dc.publisher.placeUnited Kingdom
dc.relation.ispartofpagefrom48
dc.relation.ispartofpageto64
dc.relation.ispartofissue1
dc.relation.ispartofjournalAnnals of Leisure Research
dc.relation.ispartofvolume18
dc.subject.fieldofresearchCommerce, Management, Tourism and Services not elsewhere classified
dc.subject.fieldofresearchTourism not elsewhere classified
dc.subject.fieldofresearchCommercial Services
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode159999
dc.subject.fieldofresearchcode150699
dc.subject.fieldofresearchcode1504
dc.subject.fieldofresearchcode1506
dc.titleService recovery and leisure events: Implications from the cancellation of Ironman New Zealand 2012
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Management
gro.hasfulltextNo Full Text
gro.griffith.authorKennelly, Millicent P.
gro.griffith.authorMoyle, Brent D.


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