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.
Original language | English |
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Pages (from-to) | 85-107 |
Number of pages | 23 |
Journal | Journal of Convention and Event Tourism |
Volume | 20 |
Issue number | 2 |
DOIs | |
Publication status | Published - 15 Mar 2019 |
Keywords
- meeting planner
- Multiple service failures
- organizational justice
- venue
ASJC Scopus subject areas
- Tourism, Leisure and Hospitality Management