Service Failure

Introduction

Service Failure & Recovery in Tourism and Hospitality, Special issue of Journal of Travel & Tourism Marketing, Edited by Karin Weber; Extended abstract deadline 31 Aug 2007

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JOURNAL OF TRAVEL & TOURISM MARKETING
– CALL FOR PAPERS – SPECIAL ISSUE –

SERVICE FAILURE & RECOVERY IN TOURISM AND HOSPITALITY

AIM OF THE SPECIAL ISSUE

Service failure and recovery (SF/R) have received increased research attention in recent years, due to their critical impacts on customer satisfaction, word-of-mouth communication, and behavioral intentions of consumers. In service industries, including tourism and hospitality, service failures, occurring when consumer expectations are not met, are inevitable. In response to a service failure, a service provider may implement select service recovery strategies with the intention of returning the customer to a state of satisfaction.

Previous research in the field has primarily focused on the following areas, and submissions providing further insights are welcome.

  • Types and Causes of Service Failures
  • Customer Attributions of Service Failures
  • Contextual and Personal Factor Influences on Service Failure Perceptions
  • Role of Service Guarantees and Communication in Service Failure Management
  • Types and Effectiveness of Recovery Strategies in Specific Industry Sectors
  • Responses to (Complaining Behavior, Emotions) and Consequences of Service Failure/Recovery Strategies (Quality Perceptions, Satisfaction, Behavioral Intentions)

More recently, theories from other disciplines, such as justice and fairness theory from organizational research, have been applied to the field of SF/R and research has explored new topical areas such as

  • Impact of Culture on Service Failure Perceptions and Recovery Strategy Effectiveness
  • Service Failure/Recovery in an Online versus Offline Service Environment
  • Effects of Multiple Service Failures over Time
  • Service Failure/Recovery in Multiple Service Provider Settings (Alliances, Networks)

The aim of this special issue is to present cutting edge research pertaining to service failure and recovery in the tourism and hospitality industry. Thus, research papers addressing the latter topics and the application of theory from other disciplines to further advance our understanding of service failure and recovery are especially encouraged. Submissions are invited from a wide range of researchers and practitioners.

CRITERIA FOR ACCEPTANCE

Quality of research, relevance to the thematic issue of service failure and recovery in tourism and hospitality, and application of the research for professionals in the industry.

SUBMISSION GUIDELINES

Extended abstracts of no more than 1,200 words or draft papers should be submitted by email to the Guest Editor by 31 August 2007. Abstracts should include introduction, concept/theory, methodology, expected findings, and related reference sections. Authors will receive feedback on their extended abstracts by 30 September 2007. Completed papers incorporating the guest editor’s feedback must be submitted via email by 31 December 2007. All papers will be blind reviewed by at least two reviewers. The special issue of the journal will be published in 2008.

Please send all submissions (in English) via email, as Microsoft Word attachments to:

Guest Editor:

Dr Karin Weber
Assistant Professor
School of Hotel & Tourism Management
Hong Kong Polytechnic University
Office: + (852) 2766 4031
Fax: + (852) 2362 9362
Email: hmkweber@polyu.edu.hk