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CAB eBooks

Ebooks on agriculture and the applied life sciences from CAB International

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CABI Book Chapter Info
Cover for Tourists' interpretations of a 'Feelgood in Lapland' holiday - a case study.

The purpose of this chapter is to highlight the different meanings and components that different people respectively hold and associate with well-being tourism. The chapter is informed by a study that aimed to find out what kind of interpretations customers of a hotel chain formed about a 'Feelgood ...

Author(s)
Komppula, R.
ISBN
2017 CABI (H ISBN 9781780648620)
Type
Book chapter
CABI Book Info
Cover for Service failures and recovery in tourism and hospitality: a practical manual.

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,...

Author(s)
Koc, E.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book
CABI Book Chapter Info
Cover for Emotions and emotional abilities in service failures and recovery.

This chapter explains and discusses emotions from the perspective of service encounters, service failures and recovery. It discusses how emotions can be measured to understand customers' responses to service encounters and service failures, and explores theories of emotional intelligence and...

Author(s)
Koc, E.; Aydın, G.; Ar, A. A.; Boz, H.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Memorable service experiences: a service failure and recovery perspective.

This chapter provides examples and theories pertaining to the memorable nature of service failures and factors that mediate service failures and consumer behaviour in tourism and hospitality settings. In particular, the chapter illustrates how service failures trigger negative emotions that lead to ...

Author(s)
Kim JongHyeong
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Customer attribution in service failures and recovery.

This chapter explains how tourism and hospitality customers make attributions and how they perceive events in different service failure and recovery contexts. The chapter also discusses the concepts of customer participation and co-production in parallel with customer perceptions of service...

Author(s)
Loo PohTheng; Boo HueyChern
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Emotional contagion and the influence of groups on service failures and recovery.

This chapter focuses on emotional responses and emotional contagion among group members after group service failures in the context of the tourism and hospitality industry, where services are frequently consumed in participation with friends and relatives. The conceptual and theoretic background of ...

Author(s)
Cakıcı, A. C.; Guler, O.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Disappointment in tourism and hospitality: the influence of films on destinations.

This chapter discusses how films as a marketing communications tool may cause disappointment (service failure perception) for destinations. Destination management is studied from the viewpoint of disappointed film tourists, and the concept of disappointment management is further explored.

Author(s)
Irimiás, A.; Michalkó, G.; Timothy, D. J.; Franch, M.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Info
Cover for Service quality in leisure, events, tourism and sport.

This book offers an understanding of the underpinning theory of service quality as well as informs the reader of the practical application of service quality management tools and techniques in the context of the leisure, events, tourism and sport (LETS) industry and its specific demands. This...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book
CABI Book Chapter Info
Cover for Keynote Presentation: Use of psychopharmacology to reduce anxiety and fear in dogs and cats: a practical approach.

Author(s)
Sherman, B. L.
ISBN
2017 CABI (H ISBN 9781786394583)
Type
Book chapter; Conference paper
CABI Book Chapter Info
Cover for Do different types of food provoke different levels of enjoyment in dogs?

Author(s)
Péron, F.; Roguès, J.; Gilbert, C.; Mehinagic, E.
ISBN
2017 CABI (H ISBN 9781786394583)
Type
Book chapter; Conference paper

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