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CAB eBooks

Ebooks on agriculture and the applied life sciences from CAB International

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CABI Book Chapter Info
Cover for The silenced phenomenon: sexual harassment in the hospitality and tourism workplace.

The aim of this chapter is to critically examine the phenomenon of sexual harassment in the hospitality and tourism sectors within the framework of gender-based violence. The chapter provides an overview of the main themes that emerge from the scholarship on sexual harassment in hospitality and...

Author(s)
Vizcaino, P.; Jeffrey, H.; Eger, C.; Turkoglu, H.
ISBN
2020 CABI (H ISBN 9781789243215)
Type
Book chapter
CABI Book Chapter Info
Cover for Cross-cultural aspects of service failures and recovery.

This chapter investigates the role and influence of culture in service encounters, service failure and recovery in tourism and hospitality settings. It mainly concentrates on Hofstede's cultural dimensions and explains how each dimension may influence the perception and behaviour of both customers...

Author(s)
Koc, E.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Emotional contagion and the influence of groups on service failures and recovery.

This chapter focuses on emotional responses and emotional contagion among group members after group service failures in the context of the tourism and hospitality industry, where services are frequently consumed in participation with friends and relatives. The conceptual and theoretic background of ...

Author(s)
Cakıcı, A. C.; Guler, O.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for The influence of other customers in service failure and recovery.

This chapter explains the influence of other customers (out-group) in service failure and recovery perceptions of tourism and hospitality customers. Sections discuss: (i) other customers in service settings; (ii) other customer service failure; (iii) the characteristics of other customers; (iv)...

Author(s)
Kim KaWon; Baker, M. A.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Customer attribution in service failures and recovery.

This chapter explains how tourism and hospitality customers make attributions and how they perceive events in different service failure and recovery contexts. The chapter also discusses the concepts of customer participation and co-production in parallel with customer perceptions of service...

Author(s)
Loo PohTheng; Boo HueyChern
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Memorable service experiences: a service failure and recovery perspective.

This chapter provides examples and theories pertaining to the memorable nature of service failures and factors that mediate service failures and consumer behaviour in tourism and hospitality settings. In particular, the chapter illustrates how service failures trigger negative emotions that lead to ...

Author(s)
Kim JongHyeong
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Service failures and recovery: theories and models.

Theories and models on service failures and recovery are explained and discussed in this chapter. These theories and models include: the expectancy disconfirmation paradigm; justice theory; cultural models for service recovery; the service recovery paradox; script theory; and social learning...

Author(s)
Baker, M. A.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Understanding and dealing with service failures in tourism and hospitality.

This chapter provides a comprehensive review of the concept of service failure and the types of service failures in tourism and hospitality. It also discusses customers' responses to service failures and the most common mistakes when dealing with service failures in hospitality settings. Some...

Author(s)
Dimitriou, C. K.
ISBN
2017 CABI (H ISBN 9781786390677)
Type
Book chapter
CABI Book Chapter Info
Cover for Sharing tourism experiences: literature review and research agenda.

This chapter reviews experience sharing in tourism and hospitality research. It first reviews relevant tourism and hospitality research to identify gaps in the literature, and follows this by providing a synthesized review of information sharing research in the field of consumer behaviour and...

Author(s)
Wu, L.; Li Xiang
ISBN
2017 CABI (H ISBN 9781786391896)
Type
Book chapter
CABI Book Chapter Info
Cover for Tourism and leisure needs of older adults in retirement communities.

This chapter discusses the growing trend in USA towards active living that may affect older people's accommodation needs and the main factors that influence older people's decisions to migrate to another location. The process of relocation for retirees who move to other countries or interstate...

Author(s)
Patterson, I.
ISBN
2006 CABI (H ISBN 9781845930653)
Type
Book chapter

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