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  • Meeting planners' experiences of multiple service failures: A dynamic model of organizational justice

    Author(s)
    Kewei, Fiona Hu
    Weber, Karin
    Jin, Xin
    Griffith University Author(s)
    Jin, Xin
    Year published
    2019
    Metadata
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    Abstract
    This article investigates service failures in the meeting industry, with a particular focus on multiple failures. Drawing on an integrative model of organizational justice, this research developed a framework to study meeting planners’ responses following multiple service failures. In-depth interviews with meeting planners assessed their experiences with repeated service failures in which a meeting venue was at fault. The study revealed several findings, including distinctive characteristics of multiple service failures, a new escalation evaluation process, and meeting planners’ distinctive responses to failures as a result ...
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    This article investigates service failures in the meeting industry, with a particular focus on multiple failures. Drawing on an integrative model of organizational justice, this research developed a framework to study meeting planners’ responses following multiple service failures. In-depth interviews with meeting planners assessed their experiences with repeated service failures in which a meeting venue was at fault. The study revealed several findings, including distinctive characteristics of multiple service failures, a new escalation evaluation process, and meeting planners’ distinctive responses to failures as a result of their intermediary role. Study implications are discussed, and future research directions are offered.
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    Journal Title
    Journal of Convention & Event Tourism
    Volume
    20
    Issue
    2
    DOI
    https://doi.org/10.1080/15470148.2018.1564409
    Subject
    Tourism
    Social Sciences
    Hospitality, Leisure, Sport & Tourism
    Social Sciences - Other Topics
    Multiple service failures
    meeting planner
    Publication URI
    http://hdl.handle.net/10072/386595
    Collection
    • Journal articles

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