Service failures and recovery in tourism and hospitality : (Record no. 312607)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 04368nam a2200553 i 4500 |
| 001 - CONTROL NUMBER | |
| control field | 20173306804 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | CtWfDGI |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20201201155151.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION | |
| fixed length control field | m o d |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr zn||||uuuuu |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 180126s2017 enkad ob 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781786390691 |
| Qualifying information | (ePDF) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781786390684 |
| Qualifying information | (ePub) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Cancelled/invalid ISBN | 9781786390677 |
| Qualifying information | (hbk : alk. paper) |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | CtWfDGI |
| Language of cataloging | eng |
| Description conventions | rda |
| Transcribing agency | CtWfDGI |
| 050 14 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | G155.A1 |
| Item number | S437 2017eb |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 910.68 |
| Edition number | 23 |
| 245 00 - TITLE STATEMENT | |
| Title | Service failures and recovery in tourism and hospitality : |
| Remainder of title | a practical manual / |
| Statement of responsibility, etc | edited by Erdogan Koc, Banirma Onyedi Eylul University, Turkey. |
| 264 #1 - | |
| -- | Wallingford, Oxfordshire, UK : |
| -- | CABI, |
| -- | 2017. |
| 264 #4 - | |
| -- | �2017 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1 online resource (viii, 236 pages) : |
| Other physical details | illustrations, charts |
| 336 ## - | |
| -- | text |
| -- | txt |
| -- | rdacontent |
| 337 ## - | |
| -- | computer |
| -- | c |
| -- | rdamedia |
| 338 ## - | |
| -- | online resource |
| -- | cr |
| -- | rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 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 Toks�oz 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 Irimi�as, G�abor Michalk�o, Dallen J. Timothy and Mariangela Franch. |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc | This textbook on service failures and recovery in tourism and hospitality is written for academics, practitioners, as well as researchers. As the book has been written with the above audiences in mind, chapters contain many student aids such as real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by teaching staff. The book is divided into four parts with the following headings: (1) understanding service failures and recovery; (2) understanding emotions in service encounters, service failures and recovery; (3) the influence of technology, systems and people; and (4) training for service failures and recovery. The book has 14 chapters and a subject index. |
| 506 ## - RESTRICTIONS ON ACCESS NOTE | |
| Terms governing access | Access limited to subscribing institution. |
| 530 ## - ADDITIONAL PHYSICAL FORM AVAILABLE NOTE | |
| Additional physical form available note | Also available in print format. |
| 588 ## - | |
| -- | Title from PDF title page (viewed November 13, 2017). |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Tourism |
| General subdivision | Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Hospitality industry |
| General subdivision | Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services |
| Geographic subdivision | Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Consumer satisfaction. |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Complaints. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Consumer satisfaction. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer relations. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Emotions. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Hospitality industry. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Service quality. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Technology. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Tourism. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Tourist industry. |
| Source of heading or term | cabt |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Training. |
| Source of heading or term | cabt |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Koc, Erdogan, |
| Relator term | editor. |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | C.A.B. International, |
| Relator term | issuing body. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Display text | Print version: |
| Title | Service failures and recovery in tourism hospitality. |
| Place, publisher, and date of publication | Wallingford, Oxfordshire, UK ; Boston, MA : CABI, 2017. |
| International Standard Book Number | 9781786390677 (hbk : alk. paper) |
| Record control number | (DLC)2017022424 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://dx.doi.org/10.1079/9781786390677.0000">https://dx.doi.org/10.1079/9781786390677.0000</a> |
| Public note | Click here to access resource |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | E-BOOKS |
No items available.