Title

Understanding the Role of Institutions in Co-Recovery: A Service Ecosystem Perspective in Hospitality

Creator

Panigiris, Anna Maria

Abstract

"This dissertation investigates how regulative, normative, and cognitive institutions at the micro-level, shape customer actors' service recovery behaviors, expectations, and co-recovery processes within hospitality service ecosystems. By zooming in on customers during service failures, it identifies which institutions facilitate or constrain the co-creation of recovery solutions when service failure occurs."

Keywords

customer

institutional theory

service

Subject

Tourism and Hospitality

Date Available

May 27, 2026

Type

Poster

Course

HT 4747 Dissertation in Tourism and Hospitality Management

Instructor

Skourtis, George

Session

Poster

Location

Student Lounge

Event

Year 2026 | 10th Annual Student Research and Creative Arts Symposium