CHRISTINA K. DIMITRIOU, OZAN GULER, GABOR MICHALKO, MICHAEL MULVEY, ERDOGAN KOC, UMUT AVCI, MELISSA A. BAKER, HAKAN BOZ, AYBENIZ AKDENIZ AR, CELIL CAKICI, MINWOO LEE, POH THENG (BEATRICE) LOO, KAWON KIM, ISIL ARIKAN SALTIK, DERYA TOKSOZ, KEMAL BIRDIR, UGUR CALISKAN, ALI DALGIC, ANNA IRIMIAS, PETRANKA KELLY, JENNIFER LAWLOR, DALLEN J TIMOTHY, GULNIL AYDIN, HUEY CHERN BOO, MARIANGELA FRANCH, JONG-HYEONG
Service Failures and Recovery in Tourism and Hospitality
Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services.Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff.This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677
List Price: $139.00 (Final bulk discount pricing is based on quantity)
ISBN: 9781786390691
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