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 including customizable lecture slides.
1: Introduction: Service Failures and Recovery PART 1: Understanding Service Failures and Recovery 2: Understanding and Dealing with Service Failures in Tourism and Hospitality 3: Service Failures and Recovery: Theories and Models PART 2: Understanding Emotions in Service Encounters, Service Failures and Recovery 4: Emotions and Emotional Abilities in Service Failures and Recovery 5: Memorable Service Experiences: A Service Failure and Recovery Perspective 6: Customer Attribution in Service Failures and Recovery PART 3: The Influence of Technology, Systems and People 7: Technology, Customer Satisfaction and Service Excellence 8: Self-Service Technologies: Service Failures and Recovery 9: The Influence of Other Customers in Service Failure and Recovery 10: Emotional Contagion and the Influence of Groups on Service Failures and Recovery PART 4: Training for Service Failures and Recovery 11: Staff Training for Service Failures and Recovery 12: The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery 13: Cross-Cultural Aspects of Service Failures and Recovery 14: Disappointment in Tourism and Hospitality: the Influence of Films on Destinations
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