ZHANG, J.; CHOO , W. C.; YEE , C. L.; LIN , Y. 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), [S. l.], v. 11, n. 43, p. 350–376, 2026. DOI: 10.35631/JTHEM.1143022. Disponível em: https://gaexcellence.com/jthem/article/view/7158. Acesso em: 23 mar. 2026.