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"Stars Guidebooks."
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Along the Texas Forts Trail
The task of providing military defense for the Texas Frontier was never an easy one because the territory was claimed by some of the greatest querrilla fighters of all times-the Comanches, Kiowas, Apaches, and Lipans. Protecting a line running from the Red River southwest to El Paso was an impossible task, but following the Mexican War the federal government attempted to do so by establishing a line of forts. During the Civil War the forts were virtually abandoned and the Indians once again ruled the area. Following the war when the military began to restore the old forts, they found that the Indians no longer fought with bows and arrows but shouldered the latest firearms. With their new weapons the Indians were able to inflict tremendous destruction, bringing demands from settlers for more protection. In the summer of 1866 a new line of forts appeared through central Texas under the leadership of General Philip H. Sheridan, commander of federal forces in Louisiana and Texas. Guardians of a raw young land and focal points of high adventure, the old forts were indispensable in their day of service and it is fitting that they be preserved. In and around the forts and along the route of the Texas Forts Trail, history is abundant and enduring. Historian Rupert Richardson first wrote the travel guide of the fort locations for the Texas Highway Department. B. W. Aston and Donathan Taylor took the original version and revised and expanded it, giving additional historical information on the forts and their role in frontier defense, making this a valuable historical resource as well as a travel guide to the forts and surrounding towns.
eBook
Star power: the effect of star rating on service recovery in the hotel industry
Purpose
This study investigated distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) in the recovery of service in the hotel industry as well as their effects on post-recovery satisfaction and the subsequent behavior of customers. This study also sought to elucidate the moderating effects of star ratings on these influences.
Design/methodology/approach
A field experiment design with 424 consumers using structural equation modeling was adopted to test the study hypotheses.
Findings
DJ, PJ and IJ were all shown to have a significantly positive effect on post-recovery satisfaction, which in turn has a significantly positive effect on customer loyalty and significantly negative effect on customer defection. Analysis on the moderating effects of star ratings also revealed that the relationship between DJ and post-recovery satisfaction during recovery efforts is stronger for hotels with higher star ratings than for hotels with lower star ratings. During recovery, post-recovery satisfaction was shown to be more effective in reducing customer defection from hotels with lower star ratings than from hotels with higher star ratings.
Practical implications
This study provides a reference by which hotels can match their service recovery mechanism to their star rating to retain customers and increase customer loyalty in the event of service failure.
Originality/value
This study confirms the importance of IJ in the service recovery processes in the hotel industry and provides verification that the star rating of a hotel plays a crucial role as a moderator between recovery effort and recovery effectiveness.
Journal Article