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Emotional intelligence in tourism and hospitality / Erdogan Koc
Wallingford, Oxfordshire, UK; Boston, MA : CABI, 2019
166 p.
Ký hiệu phân loại (DDC): 910.019
The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of student support materials including real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by academics and trainers.
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Service failures and recovery in tourism hospitality : a practical manual / Erdogan Koc
Wallingford, Oxfordshire, UK ; Boston, MA : CABI, 2017
246 p.
Ký hiệu phân loại (DDC): 910.68
This textbook on service failures and recovery in tourism and hospitality is written for academics, practitioners, as well as researchers. As the book has been written with the above audiences in mind, chapters contain many student aids such as real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by teaching staff. The book is divided into four parts with the following headings: (1) understanding service failures and recovery; (2) understanding emotions in service encounters, service failures and recovery; (3) the influence of technology, systems and people; and (4) training for service failures and recovery. The book has 14 chapters and a subject index
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