Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/94113
DC Field | Value | Language |
---|---|---|
dc.contributor | School of Hotel and Tourism Management | en_US |
dc.creator | Hu, Kewei, F | en_US |
dc.creator | Weber, K | en_US |
dc.creator | Jin, X | en_US |
dc.date.accessioned | 2022-08-11T01:07:11Z | - |
dc.date.available | 2022-08-11T01:07:11Z | - |
dc.identifier.issn | 1547-0148 | en_US |
dc.identifier.uri | http://hdl.handle.net/10397/94113 | - |
dc.language.iso | en | en_US |
dc.publisher | Routledge, Taylor & Francis Group | en_US |
dc.rights | © 2019 Taylor & Francis Group, LLC | en_US |
dc.rights | This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Convention & Event Tourism on 8 Feb 2019 (Published online), available online: http://www.tandfonline.com/10.1080/15470148.2018.1564409 | en_US |
dc.subject | Meeting planner | en_US |
dc.subject | Multiple service failures | en_US |
dc.subject | Organizational justice | en_US |
dc.subject | Venue | en_US |
dc.title | Meeting planners’ experiences of multiple service failures : a dynamic model of organizational justice | en_US |
dc.type | Journal/Magazine Article | en_US |
dc.identifier.spage | 85 | en_US |
dc.identifier.epage | 107 | en_US |
dc.identifier.volume | 20 | en_US |
dc.identifier.issue | 2 | en_US |
dc.identifier.doi | 10.1080/15470148.2018.1564409 | en_US |
dcterms.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. | en_US |
dcterms.accessRights | open access | en_US |
dcterms.bibliographicCitation | Journal of convention & event tourism, 2019, v. 20, no. 2, p. 85-107 | en_US |
dcterms.isPartOf | Journal of convention & event tourism | en_US |
dcterms.issued | 2019 | - |
dc.identifier.scopus | 2-s2.0-85061260000 | - |
dc.identifier.eissn | 1547-0156 | en_US |
dc.description.validate | 202208 bcrc | en_US |
dc.description.oa | Accepted Manuscript | en_US |
dc.identifier.FolderNumber | a1591 | - |
dc.identifier.SubFormID | 45553 | - |
dc.description.fundingSource | Self-funded | en_US |
dc.description.pubStatus | Published | en_US |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Hu_Meeting_Planners_Experiences.pdf | Pre-Published version | 1.18 MB | Adobe PDF | View/Open |
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