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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
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.
  • Cross-cultural studies,
  • Consumer behaviour,
  • Service recovery
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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
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