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Enhancing Service Excellence in the Hospitality Industry Through Effective Service Recovery From Failures
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Author(s): Sujay Vikram Singh (Banaras Hindu University, India), Terrance Ancheary (National Council for Hotel Management, Noida, India), Anish Mondal (National Council for Hotel Management, Noida, India)and Shashank Rajauria (Institute of Hotel Management, Ahmedabad, India)
Copyright: 2024
Pages: 17
Source title:
Innovative Technologies for Increasing Service Productivity
Source Author(s)/Editor(s): Sridhar Manohar (Chitkara Business School, Chitkara University, India), Amit Mittal (Chitkara Business School, Chitkara University, India), Sekar Raju (Ivy College of Business, Iowa State University, USA)and Arjun J. Nair (Chitkara University, India)
DOI: 10.4018/979-8-3693-2019-8.ch007
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Abstract
The hotel sector is a fiercely competitive and continuously expanding industry with a multitude of difficulties and prospects. The objective of this study is to investigate the significant impacts of providing high-quality service and effectively managing service recovery on both visitor happiness and the overall success of enterprises in the tourism industry. This study utilises a qualitative methodology, specifically focused on conducting focus group interviews. The results of this study will aid in the continuous endeavours to improve customer satisfaction and promote the success of the hotel and tourism sectors. The knowledge gained from experts in the industry will provide a clear understanding of the strategies and viewpoints that contribute to the success of firms in this field. It acknowledges the importance of aligning the expectations of management and customers in order to provide great service.
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