Shining Examples of Service When the Lights Went Out: Hotel Employees and Service Recovery during the Blackout of 2003
Loading...
No Access Until
Permanent Link(s)
Collections
Other Titles
Authors
Abstract
The electrical outage in the summer of 2003 that interrupted power to thousands of hotels wrought a variety of facilities failures and service-process problems. Fortunately, strong service-recovery efforts from hotel employees mitigated the worst of the blackout’s effects. Using survey data from hotel managers who experienced the blackout, this study highlights those employee actions that most contributed to immediate service recovery; however, the study also reveals limited organizational learning or efforts to failsafe hospitality service from the eventuality of future power failures.
Journal / Series
Volume & Issue
Description
Sponsorship
Date Issued
2006-01-01
Publisher
Keywords
blackout; hotels; service failure; service recovery; service quality; service employees
Location
Effective Date
Expiration Date
Sector
Employer
Union
Union Local
NAICS
Number of Workers
Committee Chair
Committee Co-Chair
Committee Member
Degree Discipline
Degree Name
Degree Level
Related Version
Related DOI
Related To
Related Part
Based on Related Item
Has Other Format(s)
Part of Related Item
Related To
Related Publication(s)
Link(s) to Related Publication(s)
References
Link(s) to Reference(s)
Previously Published As
Government Document
ISBN
ISMN
ISSN
Other Identifiers
Rights
Required Publisher Statement: © Taylor & Francis. Final version published as: Kwortnik, R. J. (2006). Shining examples of service when the lights went out: Hotel employees and service recovery during the blackout of 2003. Journal of Hospitality and Leisure Marketing, 14(2), 23-45. doi: 10.1300/J150v14n02_03 Reprinted with permission. All rights reserved.
Rights URI
Types
article