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

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/).

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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  -