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 including customizable lecture slides.

Suitable for researchers and students

Book Information
ISBN 9781786390677
Author Erdogan Koc
Format Hardback
Page Count 244
Imprint CABI Publishing
Publisher CABI Publishing
Weight(grams) 738g
Dimensions(mm) 244mm * 172mm * 20mm