Description

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 including customizable lecture slides.

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual

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£90.60

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Hardback by Erdogan Koc , Aybeniz Akdeniz Ar

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Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable,... Read more

    Publisher: CABI Publishing
    Publication Date: 20/10/2017
    ISBN13: 9781786390677, 978-1786390677
    ISBN10: 1786390671

    Number of Pages: 244

    Non Fiction , Business, Finance & Law

    Description

    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 including customizable lecture slides.

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