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Service Failures and Recovery in Tourism and Hospitality

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

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.

About the Author

Erdogan Koc is Professor at Bandirma Onyedi Eylul University, Turkey.

Product details

  • Full PDF E-Book Included
  • Good Quality PDF for Print
  • Print Length : 240 pages
  • ISBN-10 : 1786390671
  • ISBN-13 : 978-1786390677
  • Publisher : CABI (November 16, 2017)
  • Language: : English

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