International Journal of Business and Economics Volume 16, No. 3 December, 2017

Don’t Bug Me! Service Recovery for Cockroach Sighting in Hotel Food Services

Hui-Wen Shih

Hong Kong Polytechnic University, Hong Kong

Po-Ju Chen

University of Central Florida, U.S.A.

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?

Keywords：brand image, crisis management, hotel security and safety, pest infestation, service recovery, satisfaction.

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