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Dergiler / Advances in Hospitality and Tourism Research (AHTR) / 2017 / Volume: 5 Issue: 2

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual

İlkay Taş Gürsoy
Sayfa
—
Yayın Tarihi
2017-12-28
DOI
—
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⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

The volume sets to provide a comprehensive outlook for the services failures and recovery by combining theoretical debates with examples from the field.

📌 3 Maddede Bu Makale

🎯
Amaç & Hipotez:Service Failures and Recovery in Tourism and Hospitality: a Practical Manual is an edited volume by Erdogan Koc that brings 25 authors together while Koc contributes to the volume as an author as well.
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Temel Bulgular & Veri:Service Failures and Recovery in Tourism and Hospitality: a Practical Manual is an edited volume by Erdogan Koc that brings 25 authors together while Koc contributes to the volume as an author as well.
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Sonuç & Katkı:The volume sets to provide a comprehensive outlook for the services failures and recovery by combining theoretical debates with examples from the field.
🔬Tür:Book Review
📍Kapsam:Genişletilmiş Akademik Örneklem
⚙️Değişkenler:service failures

Abstract

Service Failures and Recovery in Tourism and Hospitality: a Practical Manual is an edited volume by Erdogan Koc that brings 25 authors together while Koc contributes to the volume as an author as well. The volume sets to provide a comprehensive outlook for the services failures and recovery by combining theoretical debates with examples from the field.

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Bu Makaleye Atıf Yap

Gürsoy, İ. T. (2017). Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. Advances in Hospitality and Tourism Research (AHTR), Volume: 5 Issue: 2. https://ajindex.com/articles/1353740

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Kaynakça (4)

  1. Koc, E. (2010). Services and conflict management: Cultural and European integration perspectives. International Journal of Intercultural Relations, 34 (1), 88-96.
  2. Koc, E. (2013). Power distance and its implications for upward communication and empowerment: Crisis management and recovery in hospitality services. The International Journal of Human Resource Management, 24 (19), 3681-3696.
  3. Koc, E., Ulukoy, M., Kilic, R., Yumusak, S., & Bahar, R. (2017). The influence of customer participation on service failure perceptions. Total Quality Management & Business Excellence, 28 (3-4), 390-404.
  4. Sparks, B. (2001). Managing service failure through recovery. In J. Kandampully, C. Mok & B. Sparks (eds.), Service quality management in hospitality, tourism and leisure (pp. 193-219). Haworth Press: Binghampton.