Description

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

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Rights Information

Foreign rights available. We will positively consider translations of abridged versions of this title. If you wish to receive image and/or design files, please let us know at the beginning of the process and when making an offer. CABI reserves the right to charge an additional fee for such requests, which will be added to the overall fee, and to refuse such requests if the files are not available or for any other reason.

Reviews

a thought provoking book for researchers who like exploring new and sometimes precarious concepts. [...] Another strength of the book is the availability of support materials (presentation slides, links to websites, and case studies showing real-life situations). The flow of chapters is well-structured. Each chapter follows the similar layout starting with learning objectives and ending with chapter questions. This makes it easier to follow and to self-control the progress in terms of learning outcomes. - Advances in Hospitality and Tourism Research (AHTR) Vol. 5 (2) 173-176, Ilkay TAS GÜRSOY, Dokuz Eylül University, Turkey

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CABI (CAB International)

CABI (CAB International)

CABI (CAB International) is an international, non-profit body improving lives by providing information & scientific expertise to solve problems in agriculture & the environment.

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Bibliographic Information

  • Publisher CAB International
  • Publication Date October 2017
  • Orginal LanguageEnglish
  • ISBN/Identifier 9781786390677 / 1786390671
  • Publication Country or regionUnited Kingdom
  • FormatHardback
  • Primary Price 80 GBP
  • Pages244
  • ReadershipProfessional and Scholarly
  • Publish StatusPublished
  • Copyright Year2017
  • Dimensions244 X 172 mm
  • Reference Code3934

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