Service Failures and Recovery in Tourism Hospitality

Tourism and hospitality services are highly prone to service-failure due to increasing levels of customer-employee contact and the inseparability, intangibility, heterogeneity and perishability of services.Service Failures and Recovery in Tourism Hospitality covers all major past and current literature alongside the concepts, theories and research findings which have academic and practical implications from the perspective of teaching, learning and researching service failures and service recovery. It explores and explains all major concepts, terms and theories on service failures and service recovery in conceptual review, literature review and discussion format. This book offers an invaluable, easily accessible wealth of information for tourism and hospitality students, academicians, researchers and practitioners.