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

Authors

  • Hugo Skaalsvik Department of Business Administration and Social Sciences, Harstad University College, Havnegata 5-7, 9480 Harstad, Norway, email: hugo.skalsvik@hih.no

DOI:

https://doi.org/10.54055/ejtr.v4i2.72

Keywords:

Service recovery, qualitative research, case study research, service employees, the Norwegian Coastal Voyage, Hurtigruten

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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Published

2011-10-01

How to Cite

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), 157–179. https://doi.org/10.54055/ejtr.v4i2.72