Year 2017, Volume 5, Issue 2, Pages 173 - 176 2017-12-28

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

İlkay Taş Gürsoy [1]

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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.
service failures
  • Koc, E. (2010). Services and conflict management: Cultural and European integration perspectives. International Journal of Intercultural Relations, 34 (1), 88-96.
  • 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.
  • 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.
  • 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.
Subjects
Journal Section Book Review
Authors

Author: İlkay Taş Gürsoy (Primary Author)

Bibtex @book review { ahtr375671, journal = {Advances in Hospitality and Tourism Research (AHTR)}, issn = {2147-9100}, eissn = {2148-7316}, address = {Akdeniz University}, year = {2017}, volume = {5}, pages = {173 - 176}, doi = {}, title = {Service Failures and Recovery in Tourism and Hospitality: A Practical Manual}, key = {cite}, author = {Taş Gürsoy, İlkay} }
APA Taş Gürsoy, İ . (2017). Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. Advances in Hospitality and Tourism Research (AHTR), 5 (2), 173-176. Retrieved from http://dergipark.gov.tr/ahtr/issue/33824/375671
MLA Taş Gürsoy, İ . "Service Failures and Recovery in Tourism and Hospitality: A Practical Manual". Advances in Hospitality and Tourism Research (AHTR) 5 (2017): 173-176 <http://dergipark.gov.tr/ahtr/issue/33824/375671>
Chicago Taş Gürsoy, İ . "Service Failures and Recovery in Tourism and Hospitality: A Practical Manual". Advances in Hospitality and Tourism Research (AHTR) 5 (2017): 173-176
RIS TY - JOUR T1 - Service Failures and Recovery in Tourism and Hospitality: A Practical Manual AU - İlkay Taş Gürsoy Y1 - 2017 PY - 2017 N1 - DO - T2 - Advances in Hospitality and Tourism Research (AHTR) JF - Journal JO - JOR SP - 173 EP - 176 VL - 5 IS - 2 SN - 2147-9100-2148-7316 M3 - UR - Y2 - 2017 ER -
EndNote %0 Advances in Hospitality and Tourism Research (AHTR) Service Failures and Recovery in Tourism and Hospitality: A Practical Manual %A İlkay Taş Gürsoy %T Service Failures and Recovery in Tourism and Hospitality: A Practical Manual %D 2017 %J Advances in Hospitality and Tourism Research (AHTR) %P 2147-9100-2148-7316 %V 5 %N 2 %R %U