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 ...

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,...

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...

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 ...

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...

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 ...

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.

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...