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We conducted an experiment examining the influence of guarantee compensation and other service recovery tactics on customers’ justice perceptions across hotel failures of varying severity. Our study was driven by a noted lack of research into the benefits of service guarantees as a recovery tool and past findings suggesting that hotel management may be relying too heavily on guarantee compensation...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.