Zhang, J., Choo , W.C., Yee , C.L. and Lin , Y. 2026. SERVICE FAILURES AND PERCEIVED FAIRNESS IN MALAYSIAN HOTELS- EVIDENCE FROM LOW-RATING CHINESE-LANGUAGE REVIEWS ON CTRIP AND AN ACTIONABLE RECOVERY PLAYBOOK. JOURNAL OF TOURISM, HOSPITALITY AND ENVIRONMENT MANAGEMENT (JTHEM). 11, 43 (Mar. 2026), 350–376. DOI:https://doi.org/10.35631/JTHEM.1143022.