Given the hospitality and tourism industry's vulnerability to service failure, extensive
research has been conducted to examine the impacts of service failures and effective …

Purpose This paper investigates the effects of service quality on customer satisfaction and
repurchase intentions among customers of the KFC Fast Food Restaurant Chains …

This study investigates how expectations, locus attribution and disappointment determine
coping behaviors when tourists encounter a negative vacation experience. Drawing upon …

The adverse impact of unprecedented natural disasters on certain service operations is
inevitable, particularly in cases of massive disruptions. Managing these services during …

Customer misbehavior is a major problem in shared service environments. Empirical
evidence suggests that customer misbehavior negatively affects the patronage intentions …

Underpinned by health belief model and service recovery theory, this paper investigates the
role of workplace health measures (WHMs) in hotel activity recovery (ie service recovery …

Conclusion The tourism literature on emotional solidarity focuses on residents-tourists
relationship primarily from the residents' perspectives. This study seeks a novel way to …

This study examined airline service recovery strategies and passengers' satisfaction in
Nigeria. Its aim was to determine the effects of compensation, communication, feedback …

Even in its cessation, the COVID-19 pandemic sustains its profound impact on human lives
and on each sector of the global economy. Without exception, the dire consequences of …

Understanding the intricate dynamics of social media users' information-sharing behaviours
during crises is essential for effective public opinion management. While various scholarly …