Exploring perceived fairness in hotel service recovery: the case of Kingdom plaza, Wuhan

The purpose of this study is to explore Chinese hotel consumers’ fairness perceptions of service recovery. The number of Chinese hotel guests who had participated in this questionnaire survey study was 460. The measures were adopted from previous studies and data were collected in a hotel lobby from Wuhan. The findings confirmed the importance of compensation to Chinese consumers whilst highlighting Chinese hotel consumers’ emphasis on interactional fairness. Chinese hotel consumers’ lack of knowledge in procedural fairness has also been revealed.