000 04368nam a2200553 i 4500
001 20173306804
003 CtWfDGI
005 20201201155151.0
006 m o d
007 cr zn||||uuuuu
008 180126s2017 enkad ob 001 0 eng
020 _a9781786390691
_q(ePDF)
020 _a9781786390684
_q(ePub)
020 _z9781786390677
_q(hbk : alk. paper)
040 _aCtWfDGI
_beng
_erda
_cCtWfDGI
050 1 4 _aG155.A1
_bS437 2017eb
082 0 4 _a910.68
_223
245 0 0 _aService failures and recovery in tourism and hospitality :
_ba practical manual /
_cedited by Erdogan Koc, Banirma Onyedi Eylul University, Turkey.
264 1 _aWallingford, Oxfordshire, UK :
_bCABI,
_c2017.
264 4 _c�2017
300 _a1 online resource (viii, 236 pages) :
_billustrations, charts
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
504 _aIncludes bibliographical references and index.
505 0 _aIntroduction: 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 _aThis 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 _aAccess limited to subscribing institution.
530 _aAlso available in print format.
588 _aTitle from PDF title page (viewed November 13, 2017).
650 0 _aTourism
_xManagement.
650 0 _aHospitality industry
_xManagement.
650 0 _aCustomer services
_zManagement.
650 0 _aConsumer satisfaction.
650 7 _aComplaints.
_2cabt
650 7 _aConsumer satisfaction.
_2cabt
650 7 _aCustomer relations.
_2cabt
650 7 _aEmotions.
_2cabt
650 7 _aHospitality industry.
_2cabt
650 7 _aService quality.
_2cabt
650 7 _aTechnology.
_2cabt
650 7 _aTourism.
_2cabt
650 7 _aTourist industry.
_2cabt
650 7 _aTraining.
_2cabt
700 1 _aKoc, Erdogan,
_eeditor.
710 2 _aC.A.B. International,
_eissuing body.
776 0 8 _iPrint version:
_tService failures and recovery in tourism hospitality.
_dWallingford, Oxfordshire, UK ; Boston, MA : CABI, 2017.
_z9781786390677 (hbk : alk. paper)
_w(DLC)2017022424
856 4 0 _uhttps://dx.doi.org/10.1079/9781786390677.0000
_zClick here to access resource
942 _cEB
999 _c312607
_d312607