dc.contributor.author | Sparks, Beverley | |
dc.date.accessioned | 2018-02-16T01:33:49Z | |
dc.date.available | 2018-02-16T01:33:49Z | |
dc.date.created | 2003-06-19T00:00:00Z | en_US |
dc.date.issued | 2003 | |
dc.identifier.uri | http://hdl.handle.net/10072/368673 | |
dc.description.abstract | Service failure is likely to occur because of the unique nature of the hospitality product. As a result, it is vital to consider how to recover from service failures. This lecture aims to provide insight to the topic of service failures and possible service recoveries and begins with some contextual information about service industries and more specifically, the hospitality industry. Throughout the lecture, general propositions are illustrated using examples from Professor Sparks' own research and that of leading investigators in the field. | en_US |
dc.language | English | en_US |
dc.publisher | Griffith University | en_US |
dc.publisher.place | Brisbane | en_US |
dc.relation.ispartofseries | Professorial Lecture Series No. 4 | en_US |
dc.title | "Waiter, what's that fly doing in my soup? ... Responding to service failure in the hospitality industry" | en_US |
dc.type | Other | en_US |
gro.rights.copyright | © 2003 Griffith University | en_US |
gro.hasfulltext | Full Text | |
gro.department | School of Tourism and Hotel Management | en_US |
gro.griffith.author | Sparks, Beverley A. | |