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Service Failures and Recovery in Hospitality and Tourism

Special issue call for papers from Journal of Hospitality and Tourism Insights

Guest Editors

Erdogan Koc, Bandirma Onyedi Eylul University, Balikesir, Turkey. [email protected]
Karin Weber, Hong Kong Polytechnic University Hong Kong, China [email protected]

Co-Founding Editors-in-Chief

Fevzi Okumus, University of Central Florida - RCHM, USA, [email protected]
Mathilda van Niekerk, University of Central Florida – RCHM, USA, [email protected]


Hospitality and tourism can be considered as highly service failure prone industries due to the increased customer-employee contact and the service features of, particularly, inseparability, heterogeneity and perishability. As service failures cause customer dissatisfaction, they threaten the survival and growth of hospitality and tourism businesses.  Service failures trigger negative emotions and negative behavioural intentions for customers. These negative emotions and ensuing behavioural intensions may include customer dissatisfaction, negative word-of-mouth, customer switching, increased costs, and lower employee performance and morale. The objective of this special issue is to bring together rigorous research (particularly contributing to theoretical development) on service failures and recovery, and to analyse implications and future directions for researchers and practitioners in the hospitality and tourism industries. Service failures and recovery have organisational and marketing aspects.  Although service failures and recovery as topics have been increasingly studied, many of the studies tend to look at the field from a narrow perspective. There is potential to associate and study many organisational and marketing/consumer behaviour theories and topics in combination with service failures and recovery. It is believed that this special issue will contribute to the development of service failures and recovery as a major field of study within hospitality and tourism by expanding its scope and increasing its depth.

Submissions related to (but not limited to) the following topics are particularly welcome:

•    Dyadic nature of service failures from both the marketing and organisational / human resource management perspectives
•    Understanding the nature and types of and dealing with service failures and recovery
•    The role of technology/social media in service failures and recovery
•    The influence of customer participation/co-creation on service failures and recovery
•    The influence of other customers in service failures and recovery
•    Service failures and recovery in ecosystems – moving beyond service encounters
•    Organisational aspects (and theories) relating to service failures and recovery
(e.g. emotional intelligence, emotional labour, the level of empowerment, internal communications, stress, etc.)
•    The role of human resource management activities (e.g. recruitment and selection and training) on service failures and recovery
•    Customer satisfaction, dissatisfaction and service performance management
•    Cross-cultural aspects of service failures and recovery
•    Customer attributions in service failures and recovery
•    Customer waiting time as a service failure

General Information for prospective authors

Submitted papers should not have been previously published nor be currently under consideration for publication elsewhere.  Both theoretical and empirical papers, research that adopts varied and/or innovative methods and research that looks at service failures and recovery from a dyadic perspective are particularly welcome. We are also interested in research that is based on compelling case studies of single or multiple lodging organizations. For more details and manuscript guidelines, please visit the official website at:

Submission procedure

Prospective authors are strongly encouraged to contact the special issue editors regarding potential topics of interest or any questions/suggestions regarding the special issue. Abstracts (up to 750 words) can be submitted directly to the guest editors via email ([email protected]; [email protected]) by 1st April 2018. Abstracts must be concise and to the point, with appropriate references. Full papers must be submitted by 31st August 2018 through ScholarOne Manuscripts, the online submission and peer review system. Please select the correct issue to submit to: “Service Failures and Recovery in Hospitality and Tourism”.  Registration and access are available at: Author guidelines for JHTI can be found at:

Review Process

Each paper submitted to this special issue is subject to the following review procedures:
1.    It will be reviewed by the two guest editors for general suitability for this special issue.
2.    If found suitable, three reviewers will be selected for a rigorous double-blind peer review process.
3.    Based on the recommendations of reviewers, the guest editors and the Co-Editors-in-Chief will decide whether the particular submission should be accepted as it is, revised and re-submitted, or rejected.


Abstracts Submissions: 1st  April 2018 (Email to [email protected]; [email protected])
Abstract Decisions: 1st May 2018
FULL Paper Submissions: 31st August 2018
Revisions and Decisions: November 2018-January 2019
Publication: July 2019