Hospitality-based critical incidents: a cross-cultural comparisonInternational Journal of Contemporary Hospitality Management (2014)
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
Citation InformationScott 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/