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Service recovery in a cruise line context – A study on the
Norwegian coastal voyage (Hurtigruten)

Hugo Skaalsvik1*


Reveived: 25/11/2010 Accepted: 18/06/2011


1Department of Business Administration and Social Sciences, Harstad University College, Havnegata 5-7, 9480 Harstad, Norway, email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
*Corresponding author


Abstract
This paper reports on a study on service recovery carried out on the prestigious Norwegian Coastal Voyage (NCV) or the Hurtigruten which is the brand name. The exploration is based on a collection of 51 service failure incidents of which 16 were recovered by the service provider. This paper describes the service recovery actions made by the service provider and discusses components of effective service recovery by focusing on the role of service employees.

 

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Keywords: Service recovery, qualitative research, case study research, service employees, the Norwegian Coastal Voyage, Hurtigruten.
Citation: Skaalsvik, H. (2011) Service recovery in a cruise line context – A study on the Norwegian coastal voyage (Hurtigruten). European Journal of Tourism Research 4(2), pp. 157-179

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European Journal of Тourism Research