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Trusted PartnerBusiness, Economics & LawOctober 2017
Service Failures and Recovery in Tourism and Hospitality
A Practical Manual
by Erdogan Koc, Aybeniz Akdeniz Ar, Umut Avci, Gulnil Aydin, Melissa A. Baker, Kemal Birdir, Huey Chern Boo, Hakan Boz, Ugur Caliskan, Celil Cakici, Ali Dalgic, Christina K. Dimitriou, Mariangela Franch, Ozan Guler, Jong-Hyeong, Anna Irimiás, Petranka Kelly, Kawon Kim, Erdogan Koc, Jennifer Lawlor, Minwoo Lee, Poh Theng (Beatrice) Loo, Gábor Michalkó, Michael Mulvey, Isil Arikan Saltik, Dallen J Timothy, Derya Toksöz
Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677
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Children's & young adult fiction & true stories
The Sky Painter
by Goktug Canbaba
Sky painter is very successful at his task of painting the sky and restoring the night. But he believes he is unimportant because no one sees him. Everything goes tupsy-turvy when he puts stars in his clothes and shines. People admire him at first but suffer from sleepless nights, and he recognizes his significance in the end. The author, Goktug Canbaba, tries to highlight the concept of self-esteem in his early readers through the stunning illustrations of Ceyhun Sen.