Service Failures And Recovery In Tourism And Hospitality

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Service Failures and Recovery in Tourism and Hospitality

Author : Erdogan Koc
Publisher : CABI
ISBN 13 : 1786390671
Total Pages : 246 pages
Book Rating : 4.7/5 (863 download)

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Book Synopsis Service Failures and Recovery in Tourism and Hospitality by : Erdogan Koc

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 246 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

Service Encounters in Tourism, Events and Hospitality

Author : Miriam Firth
Publisher : Channel View Publications
ISBN 13 : 1845417283
Total Pages : 209 pages
Book Rating : 4.8/5 (454 download)

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Book Synopsis Service Encounters in Tourism, Events and Hospitality by : Miriam Firth

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 209 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.

Cross-Cultural Aspects of Tourism and Hospitality

Author : Erdogan Koc
Publisher : Routledge
ISBN 13 : 1000172066
Total Pages : 361 pages
Book Rating : 4.0/5 (1 download)

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Book Synopsis Cross-Cultural Aspects of Tourism and Hospitality by : Erdogan Koc

Download or read book Cross-Cultural Aspects of Tourism and Hospitality written by Erdogan Koc and published by Routledge. This book was released on 2020-09-03 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students, lecturers, researchers and practitioners a comprehensive guide to the influence of culture on service providers as well as on customers, affecting both the supply and the demand sides of the industry – organisational behaviour, and human resource management, and marketing and consumer behaviour. Given the need for delivering superior customer value, understanding different cultures from both demand and supply sides of tourism and hospitality and the impact of culture on these international industries is an essential part of all students’ and practitioners’ learning and development. This book takes a research-based approach critically reviewing seminal cultural theories and evaluating how these influence employee and customer behaviour in service encounters, marketing, and management processes and activities. Individual chapters cover a diverse range of cultural aspects including intercultural competence and intercultural sensitivity, uncertainty and risk avoidance, context in communication, power distance, indulgence and restraint, time orientation, gender, assertiveness, individualism and collectivism, performance orientation, and humane orientation. This book integrates international case studies throughout to show the application of theory, includes self-test questions, activities, further reading, and a set of PowerPoint slides to accompany each chapter. This will be essential reading for all students, lecturers, researchers and practitioners and future managers in the fields of Tourism and Hospitality.

Service Quality Management in Hospitality, Tourism, and Leisure

Author : Connie Mok
Publisher : Routledge
ISBN 13 : 1136386564
Total Pages : 359 pages
Book Rating : 4.1/5 (363 download)

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Book Synopsis Service Quality Management in Hospitality, Tourism, and Leisure by : Connie Mok

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 359 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.

Reputation and Image Recovery for the Tourism Industry

Author : Gabby Walters
Publisher : Goodfellow Publishers Ltd
ISBN 13 : 1911396692
Total Pages : 241 pages
Book Rating : 4.9/5 (113 download)

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Book Synopsis Reputation and Image Recovery for the Tourism Industry by : Gabby Walters

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.

Managing Quality Service in Hospitality

Author : Robert C. Ford
Publisher : Delmar
ISBN 13 : 9781111307738
Total Pages : 516 pages
Book Rating : 4.3/5 (77 download)

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Book Synopsis Managing Quality Service in Hospitality by : Robert C. Ford

Download or read book Managing Quality Service in Hospitality written by Robert C. Ford and published by Delmar. This book was released on 2012 with total page 516 pages. Available in PDF, EPUB and Kindle. Book excerpt: MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, International Edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems.Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.

Tourism and Hospitality Marketing

Author : Simon Hudson
Publisher : SAGE
ISBN 13 : 1849204888
Total Pages : 490 pages
Book Rating : 4.8/5 (492 download)

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Book Synopsis Tourism and Hospitality Marketing by : Simon Hudson

Download or read book Tourism and Hospitality Marketing written by Simon Hudson and published by SAGE. This book was released on 2009-05-12 with total page 490 pages. Available in PDF, EPUB and Kindle. Book excerpt: With over 70 global case studies and vignettes, this textbook covers all the key marketing principles applied to tourism and hospitality, showing how these concepts work in practice and demonstrating the diverse range of tourism and hospitality products on offer. Chapters are packed with pedagogical features that will help readers consolidate their learning, including: - Chapter objectives - Key terms - Discussion questions and exercises - Links to useful websites - Profiles of successful individuals and organizations Tourism and Hospitality Marketing is accompanied by a website that offers lecturers answers to the discussion questions and exercises in the book, case study questions, a test bank, PowerPoint slides and a list of additional teaching resources.

Strategic Management in Tourism, 3rd Edition. CABI Tourism Texts

Author : Luiz Moutinho
Publisher : CABI
ISBN 13 : 1786390248
Total Pages : 380 pages
Book Rating : 4.7/5 (863 download)

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Book Synopsis Strategic Management in Tourism, 3rd Edition. CABI Tourism Texts by : Luiz Moutinho

Download or read book Strategic Management in Tourism, 3rd Edition. CABI Tourism Texts written by Luiz Moutinho and published by CABI. This book was released on 2018-02-26 with total page 380 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive textbook has, at its core, the importance of linking strategic thinking with action in the management of tourism. It provides an analytical evaluation of the most important global trends, as well as an analysis of the impact of crucial environmental issues and their implications. Now in its third edition, and reviewing the major factors affecting international tourism management, this well-established student resource provides an essential overview of strategic management for students and professionals in the tourism sector.

Emotional Intelligence in Tourism and Hospitality

Author : Erdogan Koc
Publisher : CABI
ISBN 13 : 1786398311
Total Pages : 166 pages
Book Rating : 4.7/5 (863 download)

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Book Synopsis Emotional Intelligence in Tourism and Hospitality by : Erdogan Koc

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.

Hospitality Marketing Management

Author : David C. Bojanic
Publisher : Wiley Global Education
ISBN 13 : 1119195152
Total Pages : 386 pages
Book Rating : 4.1/5 (191 download)

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Book Synopsis Hospitality Marketing Management by : David C. Bojanic

Download or read book Hospitality Marketing Management written by David C. Bojanic and published by Wiley Global Education. This book was released on 2016-11-16 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hospitality Marketing Management, 6th Edition explores marketing and themes unique to hospitality and tourism. The 6th edition presents many new ideas along with established marketing principles, exploring not only the foundations of marketing in the hospitality world but also new trends in the industry.

Hospitality Marketing

Author : Francis Buttle
Publisher : Taylor & Francis
ISBN 13 : 1317403495
Total Pages : 435 pages
Book Rating : 4.3/5 (174 download)

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Book Synopsis Hospitality Marketing by : Francis Buttle

Download or read book Hospitality Marketing written by Francis Buttle and published by Taylor & Francis. This book was released on 2016-10-04 with total page 435 pages. Available in PDF, EPUB and Kindle. Book excerpt: This introductory textbook shows you how to apply the principles of marketing within the hospitality industry. Written specifically for students taking marketing modules within a hospitality course, it contains examples and case studies that show how ideas and concepts can be successfully applied to a real-life work situation. It emphasizes topical issues such as sustainable marketing, corporate social responsibility and relationship marketing. It also describes the impact that the internet has had on both marketing and hospitality, using a variety of tools including a wide range of internet learning activities. This 3rd Edition has been updated to include: Coverage of hot topics such as use of technology and social media, power of the consumer and effect on decision making, innovations in product design and packaging, ethical marketing and sustainability marketing Updated online resources including: power point slides, test bank of questions, web links and additional case studies New and updated international case studies looking at a broad range of hospitality settings such as restaurants, cafes and hotels New discussion questions to consolidate student learning at the end of each chapter.

Service And Operations Management

Author : Cengiz Haksever
Publisher : World Scientific Publishing Company
ISBN 13 : 9813209461
Total Pages : 691 pages
Book Rating : 4.8/5 (132 download)

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Book Synopsis Service And Operations Management by : Cengiz Haksever

Download or read book Service And Operations Management written by Cengiz Haksever and published by World Scientific Publishing Company. This book was released on 2017-12-26 with total page 691 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to [email protected].

Services Marketing: People, Technology, Strategy (Eighth Edition)

Author : Jochen Wirtz
Publisher : World Scientific Publishing Company
ISBN 13 : 194465903X
Total Pages : 801 pages
Book Rating : 4.9/5 (446 download)

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Book Synopsis Services Marketing: People, Technology, Strategy (Eighth Edition) by : Jochen Wirtz

Download or read book Services Marketing: People, Technology, Strategy (Eighth Edition) written by Jochen Wirtz and published by World Scientific Publishing Company. This book was released on 2016-03-29 with total page 801 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.

Managing Service Recovery

Author : Colin Armistead
Publisher :
ISBN 13 : 9781859050361
Total Pages : 19 pages
Book Rating : 4.0/5 (53 download)

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Book Synopsis Managing Service Recovery by : Colin Armistead

Download or read book Managing Service Recovery written by Colin Armistead and published by . This book was released on 1993 with total page 19 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Managing Tourism and Hospitality Services

Author : B. Prideaux
Publisher : CABI
ISBN 13 : 1845930150
Total Pages : 357 pages
Book Rating : 4.8/5 (459 download)

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Book Synopsis Managing Tourism and Hospitality Services by : B. Prideaux

Download or read book Managing Tourism and Hospitality Services written by B. Prideaux and published by CABI. This book was released on 2006-09-14 with total page 357 pages. Available in PDF, EPUB and Kindle. Book excerpt: The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. It provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. It is hoped that this book will stimulate new research questions by highlighting tensions and challenges in the area.

Handbook of Services Marketing and Management

Author : Teresa Swartz
Publisher : SAGE
ISBN 13 : 9780761916123
Total Pages : 538 pages
Book Rating : 4.9/5 (161 download)

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Book Synopsis Handbook of Services Marketing and Management by : Teresa Swartz

Download or read book Handbook of Services Marketing and Management written by Teresa Swartz and published by SAGE. This book was released on 2000 with total page 538 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'

Business Revolution in a Digital Era

Author : Alina Mihaela Dima
Publisher : Springer Nature
ISBN 13 : 3030599728
Total Pages : 416 pages
Book Rating : 4.0/5 (35 download)

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Book Synopsis Business Revolution in a Digital Era by : Alina Mihaela Dima

Download or read book Business Revolution in a Digital Era written by Alina Mihaela Dima and published by Springer Nature. This book was released on 2021-01-04 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: This proceedings volume presents a selection of the best papers from the 14th International Conference on Business Excellence, Business Revolution in the Digital Era (ICBE 2020), held in Bucharest, Romania. The respective papers share the latest findings and perspectives on innovation in a turbulent business environment, and on improvements in economic, societal and technological structures and processes to help reach major sustainability goals.