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dc.contributor.authorLee, Yun Lok
dc.contributor.authorSparks, Beverley
dc.contributor.editorProfessor Kaye Chon
dc.date.accessioned2017-05-03T12:03:51Z
dc.date.available2017-05-03T12:03:51Z
dc.date.issued2007
dc.date.modified2008-12-17T01:00:49Z
dc.identifier.issn10963480
dc.identifier.doi10.1177/1096348007302353
dc.identifier.urihttp://hdl.handle.net/10072/15848
dc.description.abstractTourism forecasts suggest that China is a growing tourism market to international destinations. It is likely that these tourists will encounter a range of service experiences and, at times, service failures or problems. Gaining an insight into how Chinese tourists interpret service failure events can help firms develop more effective service recovery strategies. This study aimed to explore the cultural values Chinese hold for service failure and service recovery, using means-end chain methodology. The analysis of 70 in-depth interviews found five key themes representing the values that were threatened in poor service situations. The attributes and consequences were analyzed, and then linked to the five values of "face", "equity", "value", "harmony" and "junzi" aspiration. Implications for hospitality service recovery with Chinese customers are discussed.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent186243 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoeng
dc.publisherSage Publications, Inc.
dc.publisher.placeUnited States
dc.publisher.urihttp://www.sagepub.com/
dc.relation.ispartofstudentpublicationY
dc.relation.ispartofpagefrom504
dc.relation.ispartofpageto529
dc.relation.ispartofissue4
dc.relation.ispartofjournalJournal of Hospitality & Tourism Research
dc.relation.ispartofvolume31
dc.rights.retentionY
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3508
dc.titleAppraising tourism and hospitality service failure events: A Chinese perspective
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.rights.copyright© 2007 SAGE Publications. This is the author-manuscript version of the paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal link for access to the definitive, published version.
gro.date.issued2007
gro.hasfulltextFull Text
gro.griffith.authorSparks, Beverley A.


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