Service Failures and Recovery in Tourism and Hospitality

Service Failures and Recovery in Tourism and Hospitality

A Practical Manual

Edited by Erdogan Koc
Hardback
November 2017
9781786390677
More details
  • Publisher
    CABI
  • Published
    16th November 2017
  • ISBN 9781786390677
  • Language English
  • Pages 240 pp.
  • Size 6.75" x 9.5"
  • Images figures
$152.55
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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, 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.

1: Introduction: Service Failures and Recovery

PART 1: Understanding Service Failures and Recovery
2: Understanding and Dealing with Service Failures in Tourism and Hospitality
3: Service Failures and Recovery: Theories and Models

PART 2: Understanding Emotions in Service Encounters, Service Failures and Recovery
4: Emotions and Emotional Abilities in Service Failures and Recovery
5: Memorable Service Experiences: A Service Failure and Recovery Perspective
6: Customer Attribution in Service Failures and Recovery

PART 3: The Influence of Technology, Systems and People
7: Technology, Customer Satisfaction and Service Excellence
8: Self-Service Technologies: Service Failures and Recovery
9: The Influence of Other Customers in Service Failure and Recovery
10: Emotional Contagion and the Influence of Groups on Service Failures and Recovery

PART 4: Training for Service Failures and Recovery
11: Staff Training for Service Failures and Recovery
12: The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery
13: Cross-Cultural Aspects of Service Failures and Recovery
14: Disappointment in Tourism and Hospitality: the Influence of Films on Destinations

Erdogan Koc

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