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@article{ART001393913},
author={Lee， Hey-ryon and Yoon Yooshik},
title={Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2009},
volume={33},
number={6},
pages={281-302}

TY - JOUR
AU - Lee， Hey-ryon
AU - Yoon Yooshik
TI - Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -
JO - Journal of Tourism Sciences
PY - 2009
VL - 33
IS - 6
PB - The Tourism Sciences Society Of Korea
SP - 281
EP - 302
SN - 1226-0533
AB - This study was undertaken to examine service failures and recovery in the exhibition industry. Using the critical incident technique(CIT), data were collected from participants of a book exhibition at COEX in 2009, which resulted in a total of 226 usable critical incidents. Results identified four primary types of the exhibition organizer's service failures: service delivery system failures(46,9%), exhibitor-employee interaction failures(27.9%), service environment failures(15.1%), and service product failures(10.2%). Results also revealed five primary types of service recovery of the exhibition organizer: intangible responses(41.6%), no response(32.3%), action-oriented responses(16.9%), and other responses(4.9%). Based on the results, several implications and limitations of the study were discussed.
KW - Exhibition organizer;Service failure;Service recovery;Exhibitor; Critical incident technique
DO -
UR -
ER -

Lee， Hey-ryon and Yoon Yooshik. (2009). Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -. Journal of Tourism Sciences, 33(6), 281-302.

Lee， Hey-ryon and Yoon Yooshik. 2009, "Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -", Journal of Tourism Sciences, vol.33, no.6 pp.281-302.

Lee， Hey-ryon, Yoon Yooshik "Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -" Journal of Tourism Sciences 33.6 pp.281-302 (2009) : 281.

Lee， Hey-ryon, Yoon Yooshik. Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -. 2009; 33(6), 281-302.

Lee， Hey-ryon and Yoon Yooshik. "Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -" Journal of Tourism Sciences 33, no.6 (2009) : 281-302.

Lee， Hey-ryon; Yoon Yooshik. Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -. Journal of Tourism Sciences, 33(6), 281-302.

Lee， Hey-ryon; Yoon Yooshik. Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -. Journal of Tourism Sciences. 2009; 33(6) 281-302.

Lee， Hey-ryon, Yoon Yooshik. Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -. 2009; 33(6), 281-302.

Lee， Hey-ryon and Yoon Yooshik. "Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -" Journal of Tourism Sciences 33, no.6 (2009) : 281-302.