Namkung, Young; Jang, SooCheong (Shawn); Almanza, Barbara; … - In: International Journal of Contemporary Hospitality Management 21 (2009) 4, pp. 375-392
Purpose – This paper aims to examine the applicability of fairness concepts as a lens for evaluating services in restaurants addressing service fairness issues within, as well as outside of, the service failure context. Design/methodology/approach – Data are collected from two casual dining...