Service failures and recovery: theories and models.

Theories and models on service failures and recovery are explained and discussed in this chapter. These theories and models include: the expectancy disconfirmation paradigm; justice theory; cultural models for service recovery; the service recovery paradox; script theory; and social learning theory. By gaining a greater understanding of these models and theories, firms and managers will be able to better create and execute stronger recoveries to service failures in their hospitality and tourism business and interactions.