The objective of this research was to examine airline passengers’ service recovery assessments. In addition, the impact of loyalty was examined with relation to postrecovery satisfaction, word-of-mouth communication, and purchase intent. Rawls’s justice theory guided the study. Data were collected via self-reported measure from Mturk and revealed that air travelers’ level of satisfaction of service recovery was impacted by all three justice dimensions. It was further found that the most effective recovery strategy for airline management would likely be to focus on providing compensation beyond expectations. Theoretical and practical implications were discussed.

As the COVID-19 pandemic has posed grave threats to the financial and physical health of hospitality employees, this research unveils details of the dilemma experienced by hospitality employees during the pandemic, namely, their fear of becoming infected and fired. The research data were derived from a sample of 622 hospitality employees in the U.S. and analyzed using PLS-SEM as a new model of COVID-19 stressors are proposed and tested. The findings show that hospitality employees perceive the pandemic as a traumatic event that elevates their perceived job insecurity and infectious risk. It was also found that both job insecurity and infectious risk lead to increased job stress and turnover intentions, while job insecurity alone is a stronger predictor of turnover intentions. This study is among the first to examine the antecedents and consequences of the dual stressors encountered by public-facing occupations, including hospitality, during the pandemic.

Due to the increasingly competitive nature of the industry, the prevalence of service failure in restaurants has made a satisfactory service recovery critical for retaining customers. However, the success rate of service recovery is far from satisfactory. Informed by Rawls’s justice theory, this study explored service recovery failures (double service failure) in a restaurant setting. Results from our experiment indicate that the effects of different types of service recovery failure on postrecovery evaluations vary across two situational factors: restaurant type and failure severity. Specifically, procedural injustice (low-resolution speed) was found to exert more influence on word-of-mouth intentions in a quick-service restaurant than a full-service restaurant. For failures of high severity (vs. low severity), distributive injustice (no compensation offered) is found to be more impactful. Theoretical and managerial implications are discussed.

This study examined Chinese tourists' images and constraints towards cruising, and their influences on cruising desires/intentions. Both qualitative and quantitative methodologies were utilized. Based on an extensive literature review, semistructured interviews were conducted to determine measurement items for constructs of interest. Quantitative data were then collected in order to examine the proposed hypotheses. An innovative procedure for developing the best items to be included in the scales was utilized. The results revealed that: 1) images were antecedents of desires and intentions; 2) negative cognitive images have a strong influence on constraints; and 3) constraints were found to have no significant influence on intentions. Both theoretical and practical implications are suggested.