Session: 5.7
Tourism and Cultural Services II

Chair

Marianna Sigala

Time

10:30 - 12:00 on Sunday, 19th of June 2016

Venue

A1.23 (TS53)

10:30

Towards a Conceptual Framework for Understanding Customer Evaluations of Service Failures within Service Delivery Networks

Chutinida Phalusuk (Newcastle University Business School, Newcastle University), Markus Blut (Newcastle University Business School, Newcastle University), Klaus Schoefer (Newcastle University Business School, Newcastle University), Mitchell Ness (Newcastle University Business School, Newcastle University), Wenjiao Zhang (Newcastle University Business School, Newcastle University)
10:30

Rethinking Hospitality

Ritva Höykinpuro (University of Tampere), Mika Yrjölä (University of Tampere)
10:30

"The play was bad, but I will return!" Understanding Spectators' Tolerance of Disappointment Through the Overall Evaluation of a Multi-Experiences Cultural Service"

Zakia Obaidalahe (IAE Lille)