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Service failures and recovery in tourism hospitality : a practical manual / edited by Erdogan Koc. - viii, 236 pages : illustrations ; 26 cm

Includes bibliographical references and index.

Introduction: Service Failures and Recovery -- Understanding Service Failures and Recovery : -- Understanding and Dealing with Service Failures in Tourism and Hospitality -- Service Failures and Recovery: Theories and Models -- Understanding Emotions in Service Encounters, Service Failures and Recovery : -- Emotions and Emotional Abilities in Service Failures and Recovery -- Memorable Service Experiences: A Service Failure and Recovery Perspective -- Customer Attribution in Service Failures and Recovery -- The Influence of Technology, Systems and People : -- Technology, Customer Satisfaction and Service Excellence -- Self-Service Technologies: Service Failures and Recovery -- The Influence of Other Customers in Service Failure and Recovery -- Emotional Contagion and the Influence of Groups on Service Failures and Recovery -- Training for Service Failures and Recovery : -- Staff Training for Service Failures and Recovery -- The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery -- Cross-Cultural Aspects of Service Failures and Recovery -- Disappointment in Tourism and Hospitality: the Influence of Films on Destinations. 1. Part 1. 2. 3. Part 2. 4. 5. 6. Part 3. 7. 8. 9. 10. Part 4. 11. 12. 13. 14.

ISBN: 1786390671 9781786390677

LCCN: 2017022424

Subjects--Topical Terms:
Tourism--Management
Hospitality industry--Management
Customer services--Management.
Consumer satisfaction.

LC Class. No.: G155.A1 / S437 2017

Dewey Class. No.: 910.68