Service Failures and Recovery in Tourism and Hospitality

Download Service Failures and Recovery in Tourism and Hospitality PDF Online Free

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

DOWNLOAD NOW!


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 Failures and Recovery in Tourism Hospitality

Download Service Failures and Recovery in Tourism Hospitality PDF Online Free

Author :
Publisher : Cabi
ISBN 13 : 9781786390691
Total Pages : 236 pages
Book Rating : 4.3/5 (96 download)

DOWNLOAD NOW!


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

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.

Service Quality Management in Hospitality, Tourism, and Leisure

Download Service Quality Management in Hospitality, Tourism, and Leisure PDF Online Free

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

DOWNLOAD NOW!


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.

Customer Perspectives on Service Failures in the Tourism and Hospitality Industry

Download Customer Perspectives on Service Failures in the Tourism and Hospitality Industry PDF Online Free

Author :
Publisher :
ISBN 13 : 9781876685744
Total Pages : 36 pages
Book Rating : 4.6/5 (857 download)

DOWNLOAD NOW!


Book Synopsis Customer Perspectives on Service Failures in the Tourism and Hospitality Industry by : Beverley Sparks

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

Reputation and Image Recovery for the Tourism Industry

Download Reputation and Image Recovery for the Tourism Industry PDF Online Free

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

DOWNLOAD NOW!


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.

Cross-Cultural Aspects of Tourism and Hospitality

Download Cross-Cultural Aspects of Tourism and Hospitality PDF Online Free

Author :
Publisher : Routledge
ISBN 13 : 1000172066
Total Pages : 351 pages
Book Rating : 4.0/5 (1 download)

DOWNLOAD NOW!


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 351 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.

Special Issue: Service Failure & Recovery in Hospitality & Tourism

Download Special Issue: Service Failure & Recovery in Hospitality & Tourism PDF Online Free

Author :
Publisher :
ISBN 13 :
Total Pages : 83 pages
Book Rating : 4.:/5 (552 download)

DOWNLOAD NOW!


Book Synopsis Special Issue: Service Failure & Recovery in Hospitality & Tourism by : Karin Weber

Download or read book Special Issue: Service Failure & Recovery in Hospitality & Tourism written by Karin Weber and published by . This book was released on 2009 with total page 83 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Service Encounters in Tourism, Events and Hospitality

Download Service Encounters in Tourism, Events and Hospitality PDF Online Free

Author :
Publisher : Channel View Publications
ISBN 13 : 9781845417307
Total Pages : pages
Book Rating : 4.4/5 (173 download)

DOWNLOAD NOW!


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 with total page 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.

Tourism and Hospitality Marketing

Download Tourism and Hospitality Marketing PDF Online Free

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

DOWNLOAD NOW!


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.

Managing Quality Service in Hospitality

Download Managing Quality Service in Hospitality PDF Online Free

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

DOWNLOAD NOW!


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.

Managing Hospitality Experiences

Download Managing Hospitality Experiences PDF Online Free

Author :
Publisher : CABI
ISBN 13 : 1789242037
Total Pages : 209 pages
Book Rating : 4.7/5 (892 download)

DOWNLOAD NOW!


Book Synopsis Managing Hospitality Experiences by : Alexandra Kenyon

Download or read book Managing Hospitality Experiences written by Alexandra Kenyon and published by CABI. This book was released on 2020-06-25 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using examples from the gamut of hospitality, this book explores issues around people, services and spaces. It covers management issues such as marketing, human resources, operations, quality management, facilities management, project management and strategy, while considering hospitality operations within their wider geo-social and geo-environmental settings. This book includes a range of important contemporary topics, such as sustainability, resilience and ethics; supported throughout by learning objectives, case studies, review questions, links to videos and further reading suggestions.

Emotional Intelligence in Tourism and Hospitality

Download Emotional Intelligence in Tourism and Hospitality PDF Online Free

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

DOWNLOAD NOW!


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.

Theory and Practice in Hospitality and Tourism Research

Download Theory and Practice in Hospitality and Tourism Research PDF Online Free

Author :
Publisher : CRC Press
ISBN 13 : 1138027065
Total Pages : 626 pages
Book Rating : 4.1/5 (38 download)

DOWNLOAD NOW!


Book Synopsis Theory and Practice in Hospitality and Tourism Research by : Salleh Mohd Radzi

Download or read book Theory and Practice in Hospitality and Tourism Research written by Salleh Mohd Radzi and published by CRC Press. This book was released on 2014-08-12 with total page 626 pages. Available in PDF, EPUB and Kindle. Book excerpt: Theory and Practice in Hospitality and Tourism Research includes 111 contributions from the 2nd International Hospitality and Tourism Conference 2014 (Penang, Malaysia, 2-4 September 2014), and covers a comprehensive range of topics, including: - Hospitality management - Hospitality & tourism marketing - Tourism management - Technology & innovation in hospitality & tourism - Foodservice & food safety - Gastronomy The book will be of interest to postgraduate students, academics and professionals involved in the fields of hospitality and tourism.

Overbooked

Download Overbooked PDF Online Free

Author :
Publisher : Simon and Schuster
ISBN 13 : 1439161003
Total Pages : 464 pages
Book Rating : 4.4/5 (391 download)

DOWNLOAD NOW!


Book Synopsis Overbooked by : Elizabeth Becker

Download or read book Overbooked written by Elizabeth Becker and published by Simon and Schuster. This book was released on 2016-02-23 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Travel is no longer a past-time but a colossal industry, arguably one of the biggest in the world and second only to oil in importance for many poor countries. One out of 12 people in the world are employed by the tourism industry which contributes $6.5 trillion to the world's economy. To investigate the size and effect of this new industry, Elizabeth Becker traveled the globe. She speaks to the Minister of Tourism of Zambia who thinks licensing foreigners to kill wild animals is a good way to make money and then to a Zambian travel guide who takes her to see the rare endangered sable antelope. She travels to Venice where community groups are fighting to stop the tourism industry from pushing them out of their homes, to France where officials have made tourism their number one industry to save their cultural heritage; and on cruises speaking to waiters who earn $60 a month--then on to Miami to interview their CEO. Becker's sharp depiction reveals travel as a product; nations as stewards. Seeing the tourism industry from the inside out, the world offers a dizzying range of travel options but very few quiet getaways"--

Hospitality Marketing Management

Download Hospitality Marketing Management PDF Online Free

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

DOWNLOAD NOW!


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.

Service Failure and Service Recovery in Tourism

Download Service Failure and Service Recovery in Tourism PDF Online Free

Author :
Publisher :
ISBN 13 :
Total Pages : 32 pages
Book Rating : 4.:/5 (569 download)

DOWNLOAD NOW!


Book Synopsis Service Failure and Service Recovery in Tourism by : Christine Ennew

Download or read book Service Failure and Service Recovery in Tourism written by Christine Ennew and published by . This book was released on 2003 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Service Providers' Perspective on Service Failures in the Tourism and Hospitality Industry

Download Service Providers' Perspective on Service Failures in the Tourism and Hospitality Industry PDF Online Free

Author :
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (224 download)

DOWNLOAD NOW!


Book Synopsis Service Providers' Perspective on Service Failures in the Tourism and Hospitality Industry by :

Download or read book Service Providers' Perspective on Service Failures in the Tourism and Hospitality Industry written by and published by . This book was released on 2000 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: