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    • Hospitality-based critical incidents: a cross-cultural comparison 

      Swanson, Scott R.; Huang, Yinghua; Wang, Baoheng; 王宝恒 (EMERALD GROUP PUBLISHING LIMITED, 2014)
      Purpose - The purpose of this paper is to provide a cross-cultural comparison of Chinese and American hospitality customers who report critical incidents and the resulting influences that these incidents and recovery efforts ...