Purpose – The purpose of this study was to investigate the service recovery experience in the luxury hotel industry by introducing emotions as a predictor of future behavioural intention and to compare traditional cognitive measures of satisfaction following a recovery process with measures...

Purpose – The aim of this research is to distinguish between the attitudinal and behavioral differences in consumers aware of local wineries; half of which visited the wineries ( n =233) and half of which did not ( n =212). Smaller wineries are dependent on wine sales at the “cellar door”...