In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure recovery training programs for their properties in China. Adjustments are necessary because of differences in...

Purpose – The purpose of this paper is to examine the effect of country of origin (COO) sub‐components (i.e. design, assembly and parts), as well as the extent to which consumer ethnocentrism tendencies interact with these COO sub‐components for young Chinese consumers with regards to...