TY  - BOOK
AU  - Koc,E.
TI  - Service failures and recovery in tourism and hospitality: a practical manual
T2  - CABI Books
SN  - 9781786390684
PY  - 2017///
CY  - Wallingford           UK
PB  - CABI
KW  - service quality
KW  - technology
KW  - tourism
KW  - tourist industry
KW  - training
KW  - complaints
KW  - consumer satisfaction
KW  - customer relations
KW  - emotions
KW  - hospitality industry
N2  - Tourism and hospitality services are highly prone to service-failure due to a  high level of  customer-employee contact and the inseparable, intangible, heterogeneous and  perishable nature of these services.Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff.This book is enhanced with supplementary resources including customizable lecture slides
UR  - https://cabi-prod.literatumonline.com/action/showBook?doi=10.1079%2F9781786390677.0000
ER  -