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

By: Aybeniz Akdeniz Ar and Umut Avci and Gulnil Aydin and Melissa A. Baker and Kemal Birdir and Huey Chern Boo and Hakan Boz and Ugur Caliskan and Celil Cakici and Ali Dalgic and Christina K. Dimitriou and Mariangela Franch and Ozan Guler and Jong-Hyeong and Anna Irimiás and Petranka Kelly and Kawon Kim and Erdogan Koc and Jennifer Lawlor and Minwoo Lee and Poh Theng Loo and Gábor Michalkó and Michael Mulvey and Isil Arikan Saltik and Dallen Timothy and Derya Toksöz

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Synopsis: 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