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

Аннотация

The book is written for a number of audiences. First, the book is written for academics teaching tourism and hospitality programmes at universities. In line with the increasing importance of service failures and recovery, academics in tourism and hospitality programmes may wish to offer and develop a new elective or compulsory course in service failures and recovery to increase both the scope and depth of their undergraduate and postgraduate programmes. Additionally, academics teaching service-quality courses in tourism and hospitality programmes can use the book as a supplementary text to support their teaching. Second, practitioners in tourism and hospitality (e.g. marketing and human resources managers) can use the book to design and implement training programmes in their respective businesses. The professionals providing training to tourism and hospitality businesses may also benefit from using the book. Last but not least, the book could be used as a reference for researchers looking for original ideas for research.