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Service failures and recovery in tourism hospitality : a practical manual / edited by Erdogan Koc.

Contributor(s): Material type: TextTextPublisher: Wallingford, Oxfordshire, UK : CABI, [2017]Copyright date: ©2017Description: viii, 236 pages : illustrations ; 26 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 1786390671
  • 9781786390677
Subject(s): Additional physical formats: Online version:: Service failures and recovery in tourism hospitality.; No titleDDC classification:
  • 910.68 23
LOC classification:
  • G155.A1 S437 2017
Contents:
1. Introduction: Service Failures and Recovery -- Part 1. Understanding Service Failures and Recovery : -- 2. Understanding and Dealing with Service Failures in Tourism and Hospitality -- 3. Service Failures and Recovery: Theories and Models -- Part 2. Understanding Emotions in Service Encounters, Service Failures and Recovery : -- 4. Emotions and Emotional Abilities in Service Failures and Recovery -- 5. Memorable Service Experiences: A Service Failure and Recovery Perspective -- 6. Customer Attribution in Service Failures and Recovery -- Part 3. The Influence of Technology, Systems and People : -- 7. Technology, Customer Satisfaction and Service Excellence -- 8. Self-Service Technologies: Service Failures and Recovery -- 9. The Influence of Other Customers in Service Failure and Recovery -- 10. Emotional Contagion and the Influence of Groups on Service Failures and Recovery -- Part 4. Training for Service Failures and Recovery : -- 11. Staff Training for Service Failures and Recovery -- 12. The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery -- 13. Cross-Cultural Aspects of Service Failures and Recovery -- 14. Disappointment in Tourism and Hospitality: the Influence of Films on Destinations.
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Includes bibliographical references and index.

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

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