Service Providers' Perspective on Service Failures in the Tourism & Hospitality Industry PDF Download
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Author: Beverley A. Sparks
Publisher:
ISBN: 9781876685010
Category : Hospitality industry
Languages : en
Pages : 17
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Book Description
Author: Beverley A. Sparks
Publisher:
ISBN: 9781876685010
Category : Hospitality industry
Languages : en
Pages : 17
Get Book
Book Description
Author:
Publisher:
ISBN:
Category : Hospitality industry
Languages : en
Pages :
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Book Description
Author: Erdogan Koc
Publisher: CABI
ISBN: 1786390671
Category : Business & Economics
Languages : en
Pages : 244
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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: 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: K. Thirumaran
Publisher: Springer Nature
ISBN: 3030576949
Category : Business & Economics
Languages : en
Pages : 222
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Book Description
Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry. Focusing on hotels, attractions, transport providers and other segments in tourism and hospitality, this book presents new case studies underlining and detailing global and local travel industry practices. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.
Author: Connie Mok
Publisher: Routledge
ISBN: 1136386637
Category : Business & Economics
Languages : en
Pages : 360
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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: Dogan Gursoy
Publisher: Routledge
ISBN: 1000579794
Category : Business & Economics
Languages : en
Pages : 501
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Book Description
The impacts of tourism, an increasingly crucial area of study amongst researchers, are primarily investigated through economic, socio-cultural or environmental perspectives. The social psychological effects of tourism have not been adequately researched despite often being much more important for many destinations, especially where conflicts among different stakeholders exist. This book investigates the social psychological effects of tourism within the scope of social psychology theory. This book introduces the concept of social psychology, as distinct from psychology and sociology, and its relationship to tourism, examines tourism within various theoretical frameworks, e.g. career ladder theory and Maslow’s 7 hierarchy, explores the ways in which tourism changes attitudes and finally investigates social psychological issues in tourism business. It is an important resource for advanced undergraduates, graduate students and relevant practitioners in the field of tourism, and in some cases for a broader public in the field of social psychology.
Author: Liping A. Cai
Publisher: Emerald Group Publishing
ISBN: 1787569659
Category : Business & Economics
Languages : en
Pages : 336
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Book Description
This book offers conceptual discourse, empirical evidence, application of existing and emerging theories, and implication of practical findings. It discusses the perspectives of both providers and recipients of quality services across a wide spectrum of hospitality and tourism sectors.
Author: Francis P. Noe
Publisher: Routledge
ISBN: 1136975977
Category : Business & Economics
Languages : en
Pages : 198
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Book Description
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.
Author: Erdogan Koc
Publisher: Routledge
ISBN: 1000172066
Category : Business & Economics
Languages : en
Pages : 351
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Book Description
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.
