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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 Introduction to emotional intelligence in tourism and hospitality.

This chapter introduces the concept of emotional intelligence in general, and then explains the relevance of emotional intelligence for tourism and hospitality businesses. The outline of the book is also presented.

Author(s)
Koc, E.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Measuring emotional intelligence in tourism and hospitality.

This chapter explains the importance of measuring the emotional intelligence of service staff in tourism and hospitality and how this task can be implemented in an efficient and effective manner.

Author(s)
Boz, H.; Koc, E.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Info
Cover for Emotional intelligence in tourism and hospitality.

The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of...

Author(s)
Koc, E.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book
CABI Book Chapter Info
Cover for Emotions and developing emotional intelligence in tourism and hospitality businesses.

This chapter shows the importance of emotional intelligence for tourism and hospitality operations, and explains how individual service employees in tourism and hospitality can develop their emotional intelligence abilities.

Author(s)
Koc, E.; Boz, H.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Emotional intelligence and service encounters.

This chapter explains emotional intelligence from the perspective of tourism and hospitality service encounters. It shows that emotional intelligence skills are necessary in helping service employees to understand their emotions and manage their emotions effectively in their decision-making while...

Author(s)
Loo PohTheng
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Service failures, recovery and emotional intelligence.

This chapter focuses on how emotional intelligence affects both customers and employees during service failure and recovery in hospitality and tourism. Specifically, it describes the four emotional ability dimensions (namely, perceiving, understanding, facilitating, and managing emotion) as they...

Author(s)
Ro HeeJung; Olson, E. D.
ISBN
2019 CAB International (H ISBN 9781786398314)
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

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