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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 Motivational satisfaction and emotional outcomes from experiences.

This chapter reviews previous studies on emotions and their effects on the post-consumption experience, particularly in tourism. Sections discuss: satisfaction and positive emotions; satisfaction as an emotional response; motivational satisfaction and delight; and emotions and behavioural...

Author(s)
Ma JianYu
ISBN
2017 CABI (H ISBN 9781786391896)
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 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 Place satisfaction, place attachment and quality of life: development of a conceptual framework for island destinations.

This chapter can be perceived as the first step in the development of a conceptual framework contributing to our understanding of how visitor experiences are shaped by environmental psychological constructs. It develops and proposes a conceptual framework for island destinations, extending the...

Author(s)
Ramkissoon, H.
ISBN
2016 CABI (H ISBN 9781780645421)
Type
Book chapter
CABI Book Info
Cover for Consumer psychology of tourism, hospitality and leisure.

This book focuses on consumer behaviour in the context of tourism, hospitality and leisure. It comprises of 8 parts that discuss: attitudes, emotions and information processing; motivation and learning; consumption systems; decision and choice; experience and satisfaction; market segmentation;...

Author(s)
Crouch, G. I.; Perdue, R. R.; Timmermans, H. J. P.; Uysal, M.
ISBN
2004 CABI Publishing (H ISBN 085199749X)
Type
Book
CABI Book Chapter Info
Cover for The influence of consumers' emotions on their service product evaluation.

This chapter reports the findings of a study (conducted during the months of October, November and December 2001) that currently comprises 1427 cases and focuses on the influence of emotions on service evaluation in the leisure airline industry in the UK. The findings indicate that leisure airline...

Author(s)
Gountas, S.; Gountas, J. Y.
ISBN
2004 CABI Publishing (H ISBN 085199749X)
Type
Book chapter

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