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dc.contributor.authorKewei, Fiona Hu
dc.contributor.authorWeber, Karin
dc.contributor.authorJin, Xin
dc.date.accessioned2019-08-15T04:09:48Z
dc.date.available2019-08-15T04:09:48Z
dc.date.issued2019
dc.identifier.issn1547-0148
dc.identifier.doi10.1080/15470148.2018.1564409
dc.identifier.urihttp://hdl.handle.net/10072/386595
dc.description.abstractThis 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.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherRoutledge
dc.relation.ispartofpagefrom85
dc.relation.ispartofpageto107
dc.relation.ispartofissue2
dc.relation.ispartofjournalJournal of Convention & Event Tourism
dc.relation.ispartofvolume20
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode1506
dc.subject.keywordsSocial Sciences
dc.subject.keywordsHospitality, Leisure, Sport & Tourism
dc.subject.keywordsSocial Sciences - Other Topics
dc.subject.keywordsMultiple service failures
dc.subject.keywordsmeeting planner
dc.titleMeeting planners' experiences of multiple service failures: A dynamic model of organizational justice
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationKewei, FH; Weber, K; Jin, X, Meeting planners' experiences of multiple service failures: A dynamic model of organizational justice, Journal of Convention & Event Tourism, 2019, 20 (2), pp. 85-107
dc.date.updated2019-08-14T23:40:58Z
gro.hasfulltextNo Full Text
gro.griffith.authorJin, Xin


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