Skip to main content
profile image
Selected Works of Yinghua Huang
Article
Hospitality-based critical incidents: a cross-cultural comparison
International Journal of Contemporary Hospitality Management (2014)
  • Scott R. Swanson, University of Wisconsin-Eau Claire
  • Yinghua Huang, San Jose State University
  • Baoheng Wang, Xiamen University
Link Find in your library
Abstract
The purpose of this paper is to provide a cross-cultural comparison of Chinese and American hospitality customers who report critical incidents and the resulting influences that these incidents and recovery efforts had on behavior. Recognizing that hospitality-based organizations are increasingly operating internationally, the study provides insights for managing customer relationships.
Keywords
  • Cross-cultural studies,
  • Consumer behaviour,
  • Service recovery
Disciplines
Publication Date
2014
DOI
10.1108/IJCHM-03-2012-0033
Publisher Statement
SJSU users: use the following link to login and access the article via SJSU databases.
Citation Information
Scott R. Swanson, Yinghua Huang and Baoheng Wang. "Hospitality-based critical incidents: a cross-cultural comparison" International Journal of Contemporary Hospitality Management Vol. 26 Iss. 1 (2014) p. 50 - 68 ISSN: 0959-6119
Available at: http://works.bepress.com/yinghua-huang/6/