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An Examination of Customer Loyalty and Customer Participation in the Service Recovery Process in the Pakistani Hotel Industry: A Pitch

Hafiz Ahmad Ashraf () and Nauman Manzoor
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Hafiz Ahmad Ashraf: UCP Business School, University of Central Punjab, Pakistan
Nauman Manzoor: University of the Punjab, Pakistan

Journal of Accounting and Management Information Systems, 2017, vol. 16, issue 1, 199-202

Abstract: 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 form the framework of the research project. This PRL provides a brief background about the pitchers and pitch, followed by a brief commentary on the pitch and personal reflections of the pitcher on the pitch exercise itself.

Keywords: Pitching research; services marketing; service recovery process; hotel industry; Pakistan (search for similar items in EconPapers)
JEL-codes: L83 (search for similar items in EconPapers)
Date: 2017
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Handle: RePEc:ami:journl:v:16:y:2017:i:1:p:199-202