Author: Erdogan Koc
Publisher: CABI
ISBN: 1786390671
Category : Business & Economics
Languages : en
Pages : 246
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Book 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
Author: Erdogan Koc
Publisher: Cabi
ISBN: 9781786390691
Category : Consumer satisfaction
Languages : en
Pages : 236
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Book Description
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.
Author: Beverley Sparks
Publisher:
ISBN: 9781876685744
Category : Tourism
Languages : en
Pages : 36
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Book Description
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
Author: Connie Mok
Publisher: Routledge
ISBN: 1136386564
Category : Business & Economics
Languages : en
Pages : 359
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Book Description
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.
Author: Karin Weber
Publisher:
ISBN:
Category :
Languages : en
Pages : 83
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Book Description
Author: Gabby Walters
Publisher: Goodfellow Publishers Ltd
ISBN: 1911396692
Category : Business & Economics
Languages : en
Pages : 241
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Book Description
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.
Author: Simon Hudson
Publisher: Goodfellow Publishers Ltd
ISBN: 1911396471
Category : Business & Economics
Languages : en
Pages : 306
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Book Description
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.
Author: Christine Ennew
Publisher:
ISBN:
Category : Tourism
Languages : en
Pages : 32
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Book Description
Author: A. Zainal
Publisher: CRC Press
ISBN: 0203075366
Category : Technology & Engineering
Languages : en
Pages : 666
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Book Description
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
Author: Robert C. Ford
Publisher: Delmar
ISBN: 9781111307738
Category : Hospitality industry
Languages : en
Pages : 516
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Book Description
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.
