Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance - Yao, Sheng; Yao, Sheng; Wang, Xingyu; Yu, Heyao; Guchait, Priyanko (Amsterdam ; Elsevier, 2019)
International Journal of Hospitality Management, vol. 79, pages 78-88, May 2019.
Keywords: Error management training; Perceived fairness; Service recovery performance