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Service failures and recovery in tourism and hospitality : a practical manual / edited by Erdogan Koc, Banirma Onyedi Eylul University, Turkey.

Contributeur(s) :

Type de matériel : Texte

TexteÉditeur : Wallingford, Oxfordshire, UK : CABI, 2017Date du droit d'auteur : �2017Description : 1 online resource (viii, 236 pages) : illustrations, chartsType de contenu :

text

Type de média :

computer

Type de support :

online resource

ISBN :

9781786390691
9781786390684

Sujet(s) :

Disponible sous un autre format : Print version:: Service failures and recovery in tourism hospitality.Classification CDD :

910.68 23

Classification de la Bibliothèque du Congrès :

G155.A1 S437 2017eb

Ressources en ligne :

Click here to access resource

Autres formats physiques disponibles :

Also available in print format.

Dépouillement complet :

Introduction: Service Failures and Recovery / Erdogan Koc -- Understanding and Dealing with Service Failures in Tourism and Hospitality / Christina K. Dimitriou -- Service Failures and Recovery: Theories and Models / Melissa A. Baker -- Emotions and Emotional Abilities in Service Failures and Recovery / Erdogan Koc, Gulnil Aydin, Aybeniz Akdeniz Ar and Hakan Boz -- Memorable Service Experiences: A Service Failure and Recovery Perspective / Jong-Hyeong Kim -- Customer Attribution in Service Failures and Recovery / Poh Theng (Beatrice) Loo and Huey Chern Boo -- Technology, Customer Satisfaction and Service Excellence / Minwoo Lee and Melissa A. Baker -- Self-Service Technologies: Service Failures and Recovery / Petranka Kelly, Jennifer Lawlor and Michael Mulvey -- The Influence of Other Customers in Service Failure and Recovery / Kawon Kim and Melissa A. Baker -- Emotional Contagion and the Influence of Groups on Service Failures and Recovery / A. Celil Cakici and Ozan Guler -- Staff Training for Service Failures and Recovery / Isil Arikan Saltik, Ugur Caliskan and Umut Avci -- The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery / Ali Dalgic, Derya Toks�oz and Kemal Birdir -- Cross-Cultural Aspects of Service Failures and Recovery / Erdogan Koc -- Disappointment in Tourism and Hospitality: the Influence of Films on Destinations / Anna Irimi�as, G�abor Michalk�o, Dallen J. Timothy and Mariangela Franch.

Résumé : This textbook on service failures and recovery in tourism and hospitality is written for academics, practitioners, as well as researchers. As the book has been written with the above audiences in mind, chapters contain many student aids such as real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by teaching staff. The book is divided into four parts with the following headings: (1) understanding service failures and recovery; (2) understanding emotions in service encounters, service failures and recovery; (3) the influence of technology, systems and people; and (4) training for service failures and recovery. The book has 14 chapters and a subject index.

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Includes bibliographical references and index.

This textbook on service failures and recovery in tourism and hospitality is written for academics, practitioners, as well as researchers. As the book has been written with the above audiences in mind, chapters contain many student aids such as real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by teaching staff. The book is divided into four parts with the following headings: (1) understanding service failures and recovery; (2) understanding emotions in service encounters, service failures and recovery; (3) the influence of technology, systems and people; and (4) training for service failures and recovery. The book has 14 chapters and a subject index.