000 03230cam a2200481 i 4500
003 OCoLC
005 20221102222720.0
008 170913s2017 enka b 001 0 eng d
010 _a 2017022424
011 _aMARC Score : 10150(19850) : OK
011 _aDirect Search Result
011 _aField 300 : Pagination details were not recorded in the 300a subfield
011 _aField 300 : Dimensions in cm were not recorded in a 300c subfield
020 _a1786390671
_qhbk. ; (alk. paper)
020 _a9781786390677
_qhbk. ; (alk. paper)
035 _a(ATU)b24687492
035 _a(OCoLC)990287491
040 _aDLC
_beng
_erda
_cDLC
_dBTCTA
_dBDX
_dYDX
_dOCLCQ
_dOCLCO
_dOCLCF
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042 _apcc
050 0 0 _aG155.A1
_bS437 2017
082 0 0 _a910.68
_223
099 _a910.68 SER
245 0 0 _aService failures and recovery in tourism hospitality :
_ba practical manual /
_cedited by Erdogan Koc.
264 1 _aWallingford, Oxfordshire, UK :
_bCABI,
_c[2017]
264 4 _c©2017
300 _aviii, 236 pages :
_billustrations ;
_c26 cm
336 _atext
_btxt
_2rdacontent
337 _aunmediated
_bn
_2rdamedia
338 _avolume
_bnc
_2rdacarrier
504 _aIncludes bibliographical references and index.
505 0 0 _g1.
_tIntroduction: Service Failures and Recovery --
_gPart 1.
_tUnderstanding Service Failures and Recovery : --
_g2.
_tUnderstanding and Dealing with Service Failures in Tourism and Hospitality --
_g3.
_tService Failures and Recovery: Theories and Models --
_gPart 2.
_tUnderstanding Emotions in Service Encounters, Service Failures and Recovery : --
_g4.
_tEmotions and Emotional Abilities in Service Failures and Recovery --
_g5.
_tMemorable Service Experiences: A Service Failure and Recovery Perspective --
_g6.
_tCustomer Attribution in Service Failures and Recovery --
_gPart 3.
_tThe Influence of Technology, Systems and People : --
_g7.
_tTechnology, Customer Satisfaction and Service Excellence --
_g8.
_tSelf-Service Technologies: Service Failures and Recovery --
_g9.
_tThe Influence of Other Customers in Service Failure and Recovery --
_g10.
_tEmotional Contagion and the Influence of Groups on Service Failures and Recovery --
_gPart 4.
_tTraining for Service Failures and Recovery : --
_g11.
_tStaff Training for Service Failures and Recovery --
_g12.
_tThe Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery --
_g13.
_tCross-Cultural Aspects of Service Failures and Recovery --
_g14.
_tDisappointment in Tourism and Hospitality: the Influence of Films on Destinations.
650 0 _aTourism
_xManagement
_9705578
650 0 _aHospitality industry
_xManagement
_9371730
650 0 _aCustomer services
_xManagement.
_9371098
650 0 _aConsumer satisfaction.
_9315998
700 1 _aKoc, Erdogan,
_eeditor.
_9898722
776 0 8 _iOnline version:
_tService failures and recovery in tourism hospitality.
_dWallingford, Oxfordshire, UK ; Boston, MA : CABI, 2017
_z9781786390691
_w(DLC) 2017044734
776 1 8 _w(OCoLC)987715838
907 _a.b24687492
_b06-09-21
_c16-01-18
942 _cB
945 _a910.68 SER
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