Abstract
The focus of this article is the perspective of customer contact‐employees on service failure and service recovery. Data were collected, using a critical incident methodology, from a sample of font‐line employees in UK theme parks. They described service failures and subsequent service recoveries, both satisfactory and dissatisfactory, which were categorised in relation to employee response to service delivery system failures, employee response to customer needs and requests, unprompted employee actions and problem customers. The findings revealed a diversity of service failures and recovery actions, and implications for theme park managers are discussed, with respect to managing the delivery of service and the role of customer‐contact employees with regard to training, empowerment and team‐building activities.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Contemporary Hospitality Management
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
