Presenter Bios

Steve Migacz is a graduate assistant in the Department of RPTS at Texas A&M University. His research interests include customer service in hospitality settings, service recovery, and the role of food in society, particularly in conjunction with street food or food carts.

Jim Petrick is a Full Professor, Research Fellow and the Associate Department Head for Graduate Studies in the Department of RPTS at Texas A&M University. His research interest focuses on applying marketing and psychology principles in the context of tourism services to assist tourism entities in better marketing to their clientele.

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LET JUSTICE BE DONE, FROM COACH TO FIRST CLASS: EXAMINING SERVICE RECOVERY THROUGH JUSTICE THEORY