Proceedings of the 3rd International Seminar on Tourism (ISOT 2018)

Service Failure and Recovery at The Trans Luxury Hotel Bandung: An Evidence from Management Perspective

Authors
P. Pamela, P Pamela, A.H. Galih Kusumah, Sri Marhanah
Corresponding Author
P. Pamela
Available Online June 2019.
Keywords
service failure; recovery; hospitality industry; hotel
Abstract
This study aims to analize service failure and recovery in hotel industry. A qualitative research method is used, and the techniques to collect data are interview to seven respondents and secondary analysis data. This study found that there are 25 types of service failure, which were divided into eight groups. In the other hand, the result also grouped recovery into five types. The last finding of this research is a scheme linkages between service failure and recovery.
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Proceedings
3rd International Seminar on Tourism (ISOT 2018)
Part of series
Advances in Social Science, Education and Humanities Research
Publication Date
June 2019
ISBN
978-94-6252-732-4
ISSN
2352-5398
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - P. Pamela
AU  - P Pamela
AU  - A.H. Galih Kusumah
AU  - Sri Marhanah
PY  - 2019/06
DA  - 2019/06
TI  - Service Failure and Recovery at The Trans Luxury Hotel Bandung: An Evidence from Management Perspective
BT  - 3rd International Seminar on Tourism (ISOT 2018)
PB  - Atlantis Press
SP  - 9
EP  - 12
SN  - 2352-5398
UR  - https://www.atlantis-press.com/article/125909339
ID  - Pamela2019/06
ER  -