Beverley Sparks

Guest Editor’s Note
Journal of Hospitality & Tourism Research 2000 24: 421-422. [PDF] [References]  

Michael A. McCollough

The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes
Journal of Hospitality & Tourism Research 2000 24: 423-447. [Abstract] [PDF] [References]  

Thérèse A. Collie, Beverley Sparks, and Graham Bradley

Investing in Interactional Justice: A Study of the Fair Process Effect within a Hospitality Failure Context
Journal of Hospitality & Tourism Research 2000 24: 448-472. [Abstract] [PDF] [References]  

Moshe Davidow

The Bottom Line Impact of Organizational Responses to Customer Complaints
Journal of Hospitality & Tourism Research 2000 24: 473-490. [Abstract] [PDF] [References]  

Laurel Scanlan and Janelle McPhail

Forming Service Relationships with Hotel Business Travelers: The Critical Attributes to Improve Retention
Journal of Hospitality & Tourism Research 2000 24: 491-513. [Abstract] [PDF] [References]  

Daniel J. Mount and Anna Mattila

The Final Opportunity: The Effectiveness of a Customer Relations Call Center in Recovering Hotel Guests
Journal of Hospitality & Tourism Research 2000 24: 514-525. [Abstract] [PDF] [References]  

Cherylynn Becker

Service Recovery Strategies: The Impact of Cultural Differences
Journal of Hospitality & Tourism Research 2000 24: 526-538. [Abstract] [PDF] [References]  

Alan T. Stutts

Publications in Review
Journal of Hospitality & Tourism Research 2000 24: 539-540. [PDF]  

Liping A. Cai

Conference in Review
Journal of Hospitality & Tourism Research 2000 24: 541-545. [PDF]  

Research Conferences
Journal of Hospitality & Tourism Research 2000 24: 546. [PDF]  

INDEX to JOURNAL OF HOSPITALITY & TOURISM RESEARCH
Journal of Hospitality & Tourism Research 2000 24: 547-551. [PDF]  

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