This chapter focuses on the customer perspective on the impact of self-service technology failure and recovery on their service experiences in the tourism and hospitality sector. The chapter begins with a review of definitions and classifications of self-service technologies in the tourism sector,...

This chapter aims to provide a better understanding of how technology plays a role in the hospitality and tourism industry in terms of interactive marketing, external marketing and internal marketing. It discusses technology adoption and then reviews the importance of technology in services and...

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,...