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Service Failures and Recovery in Tourism and Hospitality: A Practical Manual
by Erdogan Koc • Dallen Timothy • Hakan Boz • Aybeniz Akdeniz Ar • Umut Avci • Gulnil Aydin • Melissa A. Baker • Kemal Birdir • Huey Chern Boo • Ugur Caliskan • Celil Cakici • Ali Dalgic • Christina K. Dimitriou • Mariangela Franch • Ozan Guler • Jong-Hyeong • Anna Irimiás • Petranka Kelly • Kawon Kim • Jennifer Lawlor • Minwoo Lee • Poh Theng Loo • Gábor Michalkó • Michael Mulvey • Isil Arikan Saltik • Derya ToksözTourism 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 th... మరిన్ని
Language: ENGకాపీరైట్: 2017