Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
2007 Annual International CHRIE Conference & Exposition 
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responses by showing empathy and compassion, giving an apology, and flexibility of complaining procedures (Tax 
et al., 1998).
Some limitations in which this study could not escape from are as follows. First, the results of this study 
might be affected by respondents’ memory bias because the study was based on the cross-sectional survey to 
respondents who had stayed in five-star hotels in the metropolitan city of Seoul. Future research would be able to 
adopt longitudinal design to trace the relationship between customers’ perceived justice associated with service 
recovery over time, because most relationship variables may be measured more accurately in the time-series design.
Second, future research could focus on the empirical validation of the recovery paradox across different segments 
(accommodation, restaurant, and casino) of other hospitality industries. Recovery paradox may be understood as not 
being realized, because the impact of first critical failure is too devastating to be made up by recovery efforts in 
some sectors of tourism industry. However, recovery paradox could be found in other segments of the hospitality 
industry, so that further research may confirm it across different types (e.g., resort hotel vs. downtown hotel or 
luxury restaurant vs. quick service restaurant) of businesses within a segment of hospitality industry.