Taylor's FSLM Journals
Exploring Perceived Fairness in Hotel Service Recovery: The Case of Kingdom Plaza, Wuhan

@ Asia-Pacific Journal of Innovation in Hospitality and Tourism

Online ISSN: 2710-6519

Hanyu Chen, Yun Lok Lee & Betty Weiler 


The purpose of this study is to explore the fairness perceptions of Chinese hotel consumers about service recovery. A total of 460 Chinese hotel guests participated in this study. The measures were adopted from previous studies and data were collected in a hotel in Wuhan. The findings confirmed the importance of compensation to Chinese consumers whilst highlighting their emphasis on interactional fairness. The study also revealed that Chinese hotel consumers lacked the knowledge in procedural fairness. 

Keywords: Hotel industry, fairness theory, service recovery, Chinese hotel consumers, Chinese tourism sector