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Service failures and recovery in tourism hospitality : a practical manual

Author: Erdogan Koc
Publisher: Wallingford, Oxfordshire, UK ; Boston, MA : CABI, 2017.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:

Tourism and hospitality services are prone to service-failure due to a high level of customer-employee contact. This is an invaluable source of information that includes student aids, real-life  Read more...

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Genre/Form: Electronic books
Additional Physical Format: Print version:
Service failures and recovery in tourism hospitality.
Wallingford, Oxfordshire, UK ; Boston, MA : CABI, 2017
(DLC) 2017022424
(OCoLC)990287491
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Erdogan Koc
ISBN: 9781786390691 1786390698 9781786390684 178639068X 1786390671 9781786390677
OCLC Number: 1004376508
Description: 1 online resource
Contents: 1: Introduction: Service Failures and RecoveryPART 1: Understanding Service Failures and Recovery2: Understanding and Dealing with Service Failures in Tourism and Hospitality3: Service Failures and Recovery: Theories and ModelsPART 2: Understanding Emotions in Service Encounters, Service Failures and Recovery4: Emotions and Emotional Abilities in Service Failures and Recovery5: Memorable Service Experiences: A Service Failure and Recovery Perspective6: Customer Attribution in Service Failures and RecoveryPART 3: The Influence of Technology, Systems and People7: Technology, Customer Satisfaction and Service Excellence8: Self-Service Technologies: Service Failures and Recovery9: The Influence of Other Customers in Service Failure and Recovery10: Emotional Contagion and the Influence of Groups on Service Failures and RecoveryPART 4: Training for Service Failures and Recovery11: Staff Training for Service Failures and Recovery12: The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery13: Cross-Cultural Aspects of Service Failures and Recovery14: Disappointment in Tourism and Hospitality: the Influence of Films on Destinations
Responsibility: edited by Erdogan Koc.

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