Getting Back on Track: Service Recovery in a Networked World
In today’s travel and events industries, multiple service providers work together to shape unique, complex and multidimensional customer experiences. However, such connectedness can come at a cost. Within a network or ecosystem of service providers, a single service failure can have cascading effects on all stakeholders. Yet we still know little about the optimal strategies for service recovery in such networked contexts. Filling this gap in the literature, Dr Karin Weber and Professor Cathy H...
Hong Kong Karin Weber Cathy Hsu A Single Firm Polyu School Of Hotel Hong Kong Polytechnic University
Source: hospitalitynet.org