This pitch research letter (PRL) applies the pitch template developed by Faff (2015) to an academic project on customer loyalty and customer participation in the service recovery process in the hotel industry of Pakistan. The pitch template helped the pitchers to identify the core elements that...

This study is focused on significant service recovery strategies and their impact on customer loyalty in the hotel industry. Related literatures were reviewed to establish conceptual and theoretical framework for the study. Data for the study were gathered through a structured questionnaire and...

This study investigates service breakdown as the cause of customers’ aggressive behaviours in the hospitality industry and how customer aggression affects employee performance. Survey method was adopted in conducting the research. Questionnaire was the major instrument for data collection as...

This work is centered on the study of the Corporate Responsibility (CR) of hotel firms and its influence on tourists’ complaints behavior. The methodology of the empirical study, carried out among 629 customers lodging in hotels in the city of Seville, is based on structural equations...

Restaurant service quality assessment has generally focused on the dining service. However, restaurant service begins with waiting for the meal. When service failure occurs due to a long waiting time, restaurant managers should adopt appropriate service recovery measures to retain consumers and...