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Service recovery after a canceled event (2015)

This interview-based study explores amateur participants' perceptions of the service recovery efforts of event organizers following cancellation of Ironman® New Zealand 2012 due to severe weather.

Participants perceived the event organizer's service recovery efforts favourably, yet many indicated they would not return to the event in future (because of weather-related concerns, mostly).

The authors stress the importance of clear communication, and of organizers taking stock of participants' compensation preferences in the case of a cancelation.

CITE: Kennelly, M., Moyle, B., Lamont, M. (2015). Service recovery and leisure events: implications from the cancellation of Ironman® New Zealand 2012. Annals of Leisure Research, 18(1), 48-64.


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