Service Failures and Recovery in Tourism and Hospitality
A Practical Manual
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ISBN-13:
9781786390677
Veröffentl:
2017
Erscheinungsdatum:
16.11.2017
Seiten:
240
Autor:
Erdogan Koc
Gewicht:
730 g
Format:
248x173x22 mm
Sprache:
Englisch
Beschreibung:
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: cabi.org/openresources/90677
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