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Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique -

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2009, 33(6), pp.281-302
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Lee, Hey-ryon 1 Yoon, Yoo shik 1

1경희대학교

Accredited

ABSTRACT

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.

Citation status

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