Cookies on CAB eBooks

Like most websites we use cookies. This is to ensure that we give you the best experience possible.

Continuing to use www.cabi.org means you agree to our use of cookies. If you would like to, you can learn more about the cookies we use.

CABI Book Info

Service failures and recovery in tourism and hospitality: a practical manual.

Book cover for Service failures and recovery in tourism and hospitality: a practical manual.

Description

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.

Metrics

Book Chapters

Chapter: 1 (Page no: 1) Introduction: service failures and recovery. Author(s): Koc, E.
Chapter: 2 (Page no: 9) Understanding and dealing with service failures in tourism and hospitality. Author(s): Dimitriou, C. K.
Chapter: 3 (Page no: 27) Service failures and recovery: theories and models. Author(s): Baker, M. A.
Chapter: 4 (Page no: 42) Emotions and emotional abilities in service failures and recovery. Author(s): Koc, E. Aydın, G. Ar, A. A. Boz, H.
Chapter: 5 (Page no: 56) Memorable service experiences: a service failure and recovery perspective. Author(s): Kim JongHyeong
Chapter: 6 (Page no: 70) Customer attribution in service failures and recovery. Author(s): Loo PohTheng Boo HueyChern
Chapter: 7 (Page no: 83) Technology, customer satisfaction and service excellence. Author(s): Lee MinWoo Baker, M. A.
Chapter: 8 (Page no: 100) Self-service technologies: service failures and recovery. Author(s): Kelly, P. Lawlor, J. Mulvey, M.
Chapter: 9 (Page no: 122) The influence of other customers in service failure and recovery. Author(s): Kim KaWon Baker, M. A.
Chapter: 10 (Page no: 135) Emotional contagion and the influence of groups on service failures and recovery. Author(s): Cakıcı, A. C. Guler, O.
Chapter: 11 (Page no: 160) Staff training for service failures and recovery. Author(s): Saltık, I. A. Calıskan, U. Avcı, U.
Chapter: 12 (Page no: 181) The role of empowerment, internal communication, waiting time and speed in service recovery. Author(s): Dalgıc, A. Toksöz, D. Bırdır, K.
Chapter: 13 (Page no: 197) Cross-cultural aspects of service failures and recovery. Author(s): Koc, E.
Chapter: 14 (Page no: 214) Disappointment in tourism and hospitality: the influence of films on destinations. Author(s): Irimiás, A. Michalkó, G. Timothy, D. J. Franch, M.

Book details

  • Author Affiliation
  • Department of Business Administration, Faculty of Economics and Administrative Sciences, Bandirma Onyedi Eylul University, Bandirma, Balikesir, Turkey.
  • Year of Publication
  • 2017
  • ISBN
  • 9781786390677
  • Record Number
  • 20173306804