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

Yıl 2017, Cilt: 5 Sayı: 2, 173 - 176, 28.12.2017

İlkay Taş Gürsoy

Öz

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.

Anahtar Kelimeler

service failures

Kaynakça

• 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.