Show simple item record

dc.contributor.authorSparks, Beverley
dc.date.accessioned2018-02-16T01:33:49Z
dc.date.available2018-02-16T01:33:49Z
dc.date.created2003-06-19T00:00:00Zen_US
dc.date.issued2003
dc.identifier.urihttp://hdl.handle.net/10072/368673
dc.description.abstractService 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.languageEnglishen_US
dc.publisherGriffith Universityen_US
dc.publisher.placeBrisbaneen_US
dc.relation.ispartofseriesProfessorial Lecture Series No. 4en_US
dc.title"Waiter, what's that fly doing in my soup? ... Responding to service failure in the hospitality industry"en_US
dc.typeOtheren_US
gro.rights.copyright© 2003 Griffith Universityen_US
gro.hasfulltextFull Text
gro.departmentSchool of Tourism and Hotel Managementen_US
gro.griffith.authorSparks, Beverley A.


Files in this item

This item appears in the following Collection(s)

  • Other
    Contains the Griffith Professorial Lecture Series for the period 1995 to 2005.

Show simple item record