TY  - BOOK
AU  - Koc,Erdogan
TI  - Service failures and recovery in tourism hospitality: a practical manual 
SN  - 1786390671
AV  - G155.A1 S437 2017
U1  - 910.68 23
PY  - 2017///]
CY  - Wallingford, Oxfordshire, UK
PB  - CABI
KW  - Tourism
KW  - Management
KW  - Hospitality industry
KW  - Customer services
KW  - Consumer satisfaction
N1  - 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
ER  -