Service Failures And Recovery In Tourism Hospitality

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Service Failures and Recovery in Tourism and Hospitality

Author : Erdogan Koc
Publisher : CABI
ISBN 13 : 1786390671
Total Pages : 244 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 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

Service Failures and Recovery in Tourism Hospitality

Author : Erdogan Koc
Publisher : Cabi
ISBN 13 : 9781786390684
Total Pages : 236 pages
Book Rating : 4.3/5 (96 download)

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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

Author : Connie Mok
Publisher : Routledge
ISBN 13 : 1136386637
Total Pages : 360 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 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.

Customer Perspectives on Service Failures in the Tourism and Hospitality Industry

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

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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

Customer Service in Tourism and Hospitality

Author : Simon Hudson
Publisher : Goodfellow Publishers Ltd
ISBN 13 : 1911396471
Total Pages : 306 pages
Book Rating : 4.9/5 (113 download)

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Book Synopsis Customer Service in Tourism and Hospitality by : Simon Hudson

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.

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.

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.

Service Encounters in Tourism, Events and Hospitality

Author : Miriam Firth
Publisher : Channel View Publications
ISBN 13 : 1845417291
Total Pages : 292 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 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.

Information and Communication Technologies in Tourism 2021

Author : Wolfgang Wörndl
Publisher : Springer Nature
ISBN 13 : 303065785X
Total Pages : 587 pages
Book Rating : 4.0/5 (36 download)

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Book Synopsis Information and Communication Technologies in Tourism 2021 by : Wolfgang Wörndl

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.

Cross-Cultural Aspects of Tourism and Hospitality

Author : Erdogan Koc
Publisher : Routledge
ISBN 13 : 1000172066
Total Pages : 351 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 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.

Advances in Hospitality and Leisure

Author : Joseph S. Chen
Publisher : Emerald Group Publishing
ISBN 13 : 1780529368
Total Pages : 287 pages
Book Rating : 4.7/5 (85 download)

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Book Synopsis Advances in Hospitality and Leisure by : Joseph S. Chen

Download or read book Advances in Hospitality and Leisure written by Joseph S. Chen and published by Emerald Group Publishing. This book was released on 2012-07-17 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advances in Hospitality and Leisure, a peer-review series, delivers refreshing insights from a host of scientific studies in the domains of hospitality, leisure and tourism.

Current Issues in Hospitality and Tourism

Author : A. Zainal
Publisher : CRC Press
ISBN 13 : 0203075366
Total Pages : 666 pages
Book Rating : 4.2/5 (3 download)

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Book Synopsis Current Issues in Hospitality and Tourism by : A. Zainal

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

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

Author : Beverley A. Sparks
Publisher :
ISBN 13 : 9781876685010
Total Pages : 17 pages
Book Rating : 4.6/5 (85 download)

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Book Synopsis Service Providers' Perspective on Service Failures in the Tourism & Hospitality Industry by : Beverley A. Sparks

Download or read book Service Providers' Perspective on Service Failures in the Tourism & Hospitality Industry written by Beverley A. Sparks and published by . This book was released on 2000 with total page 17 pages. Available in PDF, EPUB and Kindle. Book excerpt:

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.

Managing Hospitality Experiences

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

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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.

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

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

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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:

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.