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Hong Kong PolyU presents TOUROMETER - TravelDailyNews Asia & Pacific

Hong Kong PolyU presents TOUROMETER - TravelDailyNews Asia & Pacific
traveldailynews.asia - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from traveldailynews.asia Daily Mail and Mail on Sunday newspapers.

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Getting Back on Track: Service Recovery in a Networked World

In today’s travel and events industries, multiple service providers work together to shape unique, complex and multidimensional customer experiences. However, such connectedness can come at a cost. Within a network or ecosystem of service providers, a single service failure can have cascading effects on all stakeholders. Yet we still know little about the optimal strategies for service recovery in such networked contexts. Filling this gap in the literature, Dr Karin Weber and Professor Cathy Hsu of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University shed light on how customers perceive and react to service failure and recovery measures in today’s complexly interlinked business environments. Their findings offer crucial guidance for travel and events practitioners on ensuring that customers are as satisfied as possible following service failure. ....

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