Meeting planners’ experiences of multiple service failures : a dynamic model of organizational justice

Abstract

This article investigates service failures in the meeting industry, with a particular focus on multiple failures. Drawing on an integrative model of organizational justice, this research developed a framework to study meeting planners’ responses following multiple service failures. In-depth interviews with meeting planners assessed their experiences with repeated service failures in which a meeting venue was at fault. The study revealed several findings, including distinctive characteristics of multiple service failures, a new escalation evaluation process, and meeting planners’ distinctive responses to failures as a result of their intermediary role. Study implications are discussed, and future research directions are offered.