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

Fiona Hu Kewei, Karin Weber, Xin Jin

Research output: Journal article publicationJournal articleAcademic researchpeer-review

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 languageEnglish
Pages (from-to)85-107
Number of pages23
JournalJournal of Convention and Event Tourism
Volume20
Issue number2
DOIs
Publication statusPublished - 15 Mar 2019

Keywords

  • meeting planner
  • Multiple service failures
  • organizational justice
  • venue

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

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