Service Failures And Recovery In Tourism Hospitality

Author : Erdogan Koc
Publisher : CABI
ISBN 13 : 1786390671
Total Pages : 244 pages
Book Rating : 4.77/5 ( download)

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Download or read book Service Failures and Recovery in Tourism and Hospitality written by Erdogan Koc and published by CABI. This book was released on 2017-10-20 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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

Author : Erdogan Koc
Publisher : Cabi
ISBN 13 : 9781786390691
Total Pages : 236 pages
Book Rating : 4.98/5 ( download)

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Download or read book Service Failures and Recovery in Tourism Hospitality written by Erdogan Koc and published by Cabi. This book was released on 2017 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook on service failures and recovery in tourism and hospitality is written for academics, practitioners, as well as researchers. As the book has been written with the above audiences in mind, chapters contain many student aids such as real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by teaching staff. The book is divided into four parts with the following headings: (1) understanding service failures and recovery; (2) understanding emotions in service encounters, service failures and recovery; (3) the influence of technology, systems and people; and (4) training for service failures and recovery. The book has 14 chapters and a subject index.

Author : Connie Mok
Publisher : Routledge
ISBN 13 : 1136386637
Total Pages : 360 pages
Book Rating : 4.33/5 ( download)

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Download or read book Service Quality Management in Hospitality, Tourism, and Leisure written by Connie Mok and published by Routledge. This book was released on 2013-01-11 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

Author : Beverley Sparks
Publisher :
ISBN 13 : 9781876685744
Total Pages : 36 pages
Book Rating : 4.43/5 ( download)

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Download or read book Customer Perspectives on Service Failures in the Tourism and Hospitality Industry written by Beverley Sparks and published by . This book was released on 2002 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: This project focuses upon the topic of service failure and recovery processes in the tourism sector. This report investigates the consumer thought processes and responses associated with service failure/ recovery events. Thus, the perspective of the customer, including the assigning of meaning to outcomes and actions associated with the service failure/recovery process, is paramount in this report. As a result, an overall aim of this research was to achieve a better understanding of how customers think and feel about service failures and subsequent recovery process. This publication is also available for free download at www.crctourism.com.au

Author : Simon Hudson
Publisher : Goodfellow Publishers Ltd
ISBN 13 : 1911396471
Total Pages : 306 pages
Book Rating : 4.75/5 ( download)

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Download or read book Customer Service in Tourism and Hospitality written by Simon Hudson and published by Goodfellow Publishers Ltd. This book was released on 2017-09-30 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalize experiences and encourage loyalty.

Author : Gabby Walters
Publisher : Goodfellow Publishers Ltd
ISBN 13 : 1911396692
Total Pages : 241 pages
Book Rating : 4.97/5 ( download)

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Download or read book Reputation and Image Recovery for the Tourism Industry written by Gabby Walters and published by Goodfellow Publishers Ltd. This book was released on 2019-04-30 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Crises and disasters that impact tourism can have extensive reputational implications for the organisations and destinations involved. This text uses real life cases studies to contextualise the relevant theories and unpacks examples of best practice to show how carefully managed response strategies can ensure the organisation’s future survival.

Author : Erdogan Koc
Publisher : CABI
ISBN 13 : 1786398311
Total Pages : 166 pages
Book Rating : 4.14/5 ( download)

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Download or read book Emotional Intelligence in Tourism and Hospitality written by Erdogan Koc and published by CABI. This book was released on 2019-04-16 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: Emotional intelligence is the capability to recognize, use and manage one's own emotions and those of others. The use of emotional information guides thinking and behaviour, allowing adjustment of emotions to adapt to environments. As tourism and hospitality services are produced and consumed simultaneously, with a high level of contact between employees and customers, the development of emotional intelligence of employees in tourism and hospitality establishments is vital. This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees. Covers all major literature, concepts, theories and research findings from the perspective of emotional intelligence". Includes exercises, end of chapter questions, practical examples, student aids and Powerpoint slides for each chapter that can be used in class by academicians and practitioners in their training sessions. The book is intended for use by tourism and hospitality students, researchers and practitioners.

Author : Miriam Firth
Publisher : Channel View Publications
ISBN 13 : 1845417291
Total Pages : 292 pages
Book Rating : 4.91/5 ( download)

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Download or read book Service Encounters in Tourism, Events and Hospitality written by Miriam Firth and published by Channel View Publications. This book was released on 2020-01-30 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.

Author : Wolfgang Wörndl
Publisher : Springer Nature
ISBN 13 : 303065785X
Total Pages : 587 pages
Book Rating : 4.57/5 ( download)

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Download or read book Information and Communication Technologies in Tourism 2021 written by Wolfgang Wörndl and published by Springer Nature. This book was released on 2021-01-11 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access book is the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 28th Annual International eTourism Conference, which assembles the latest research presented at the ENTER21@yourplace virtual conference January 19–22, 2021. This book advances the current knowledge base of information and communication technologies and tourism in the areas of social media and sharing economy, technology including AI-driven technologies, research related to destination management and innovations, COVID-19 repercussions, and others. Readers will find a wealth of state-of-the-art insights, ideas, and case studies on how information and communication technologies can be applied in travel and tourism as we encounter new opportunities and challenges in an unpredictable world.

Author : A. Zainal
Publisher : CRC Press
ISBN 13 : 0203075366
Total Pages : 666 pages
Book Rating : 4.64/5 ( download)

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Download or read book Current Issues in Hospitality and Tourism written by A. Zainal and published by CRC Press. This book was released on 2012-08-22 with total page 666 pages. Available in PDF, EPUB and Kindle. Book excerpt: Globally the hospitality and tourism industry is evolving and undergoing radical changes. The past practices are now advancing through the rapid development of knowledge and skills acquired to adapt and create innovations in various ways. Hence, it is imperative that we have an understanding of the present issues so that we are able to remedy probl