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.
- Copyright
- © 2019, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
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 - Proceedings of the 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 -