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Service Failures and Recovery in Tourism and Hospitality
A Practical Manual
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€98,21
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€126,68
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Autor Erdogan Koch
Kirjeldus
Tourism and hospitality services are prone to service-failure due to a high level of customer-employee contact. This is an invaluable source of information that includes student aids, real-life examples, case studies, links to websites and activities alongside questions and presentation slides for in-class use.
Service Failures and Recovery in Tourism and Hospitality