Service failures and recovery in tourism and hospitality : a practical manual /: a practical manual. (2017)

• Record Type: Book
• Further Information: Note: Edited by Erdogan Koc, Banirma Onyedi Eylul University, Turkey.
• Editors: Koc, Erdogan
• Other Names: C.A.B. International, issuing body.
• Contents: Introduction: Service Failures and Recovery / Erdogan Koc -- Understanding and Dealing with Service Failures in Tourism and Hospitality / Christina K. Dimitriou -- Service Failures and Recovery: Theories and Models / Melissa A. Baker -- Emotions and Emotional Abilities in Service Failures and Recovery / Erdogan Koc, Gulnil Aydin, Aybeniz Akdeniz Ar and Hakan Boz -- Memorable Service Experiences: A Service Failure and Recovery Perspective / Jong-Hyeong Kim -- Customer Attribution in Service Failures and Recovery / Poh Theng (Beatrice) Loo and Huey Chern Boo -- Technology, Customer Satisfaction and Service Excellence / Minwoo Lee and Melissa A. Baker -- Self-Service Technologies: Service Failures and Recovery / Petranka Kelly, Jennifer Lawlor and Michael Mulvey -- The Influence of Other Customers in Service Failure and Recovery / Kawon Kim and Melissa A. Baker -- Emotional Contagion and the Influence of Groups on Service Failures and Recovery / A. Celil Cakici and Ozan Guler -- Staff Training for Service Failures and Recovery / Isil Arikan Saltik, Ugur Caliskan and Umut Avci -- The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery / Ali Dalgic, Derya Toksöz and Kemal Birdir -- Cross-Cultural Aspects of Service Failures and Recovery / Erdogan Koc -- Disappointment in Tourism and Hospitality: the Influence of Films on Destinations / Anna Irimiás, Gábor Michalkó, Dallen J. Timothy and Mariangela Franch.
• Publisher Details: Wallingford, Oxfordshire, UK : CABI
• Publication Date: 2017
• Copyright Date: 2017
• Extent: 1 online resource (viii, 236 pages), illustrations, charts
• Subjects: 910.68; Tourism -- Management; Hospitality industry -- Management; Customer services -- Management; Consumer satisfaction; Complaints; Consumer satisfaction; Customer relations; Emotions; Hospitality industry; Service quality; Technology; Tourism; Tourist industry; Training
• Languages: English
• ISBNs: 9781786390691; 1786390698; 9781786390684
• Related ISBNs: 178639068X; 9781786390677
• Notes: Note: Includes bibliographical references and index.; Note: Title from PDF title page (viewed November 13, 2017).
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.