Service recovery in a cruise line context – A study on the Norwegian coastal voyage (Hurtigruten)
Keywords:Service recovery, qualitative research, case study research, service employees, the Norwegian Coastal Voyage, Hurtigruten
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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Copyright (c) 2011 Creative Commons Attribution 4.0 International (CC BY 4.0)
This work is licensed under a Creative Commons Attribution 4.0 International License.