000 | 03230cam a2200481 i 4500 | ||
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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) |
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020 |
_a9781786390677 _qhbk. ; (alk. paper) |
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035 | _a(ATU)b24687492 | ||
035 | _a(OCoLC)990287491 | ||
040 |
_aDLC _beng _erda _cDLC _dBTCTA _dBDX _dYDX _dOCLCQ _dOCLCO _dOCLCF _dATU |
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042 | _apcc | ||
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_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 |
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336 |
_atext _btxt _2rdacontent |
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337 |
_aunmediated _bn _2rdamedia |
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338 |
_avolume _bnc _2rdacarrier |
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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 |
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650 | 0 |
_aHospitality industry _xManagement _9371730 |
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650 | 0 |
_aCustomer services _xManagement. _9371098 |
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650 | 0 |
_aConsumer satisfaction. _9315998 |
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700 | 1 |
_aKoc, Erdogan, _eeditor. _9898722 |
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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 |
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