Don¡¦t Bug Me! Service Recovery for Cockroach Sighting in Hotel Food Services

Hui-Wen Shih and Po-Ju Chen
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Hui-Wen Shih: Hong Kong Polytechnic University, Hong Kong
Po-Ju Chen: University of Central Florida, U.S.A.

International Journal of Business and Economics, 2017, vol. 16, issue 3, 295-301

Abstract: A chef was on a vacation with her husband to celebrate their wedding anniversary. They anticipated having a special weekend at the destination to celebrate their special day. The couple was pleased to receive a handmade box of chocolates from the hotel. The surprise was that a cockroach ran out of the box when she opened it. The sighting of the cockroach made the guest wonder if their money was well spent. The couple called the manager on duty to inform him of this incident. What can the hotel do? *Brands and names are disguised to protect individuals and corporate brands.

Keywords: brand image; crisis management; hotel security and safety; pest infestation, service recovery; satisfaction (search for similar items in EconPapers)
Date: 2017
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