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Managing Service Failure Through Recovery
 

Managing Service Failure Through Recovery

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Curriculum Design and Instruction To Teach

Service Quality Management In Hospitality,

Tourism, and Leisure: Managing Service

Failure Through Recovery:



Author: Charles Hayes:



Special Features Include:

Phases For Conducting a Needs Assessment:
Curriculum Design Supplement:
|a|. Subject-Questions-Answers:
Curriculum Design Plan:
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Curriculum Design Objectives:
Instructional Goals:
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Standard Vocabulary:
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Learning Objectives:
A Limited Glimpse:


Topics Include:


* Introduction:

A. Managing Service Failure Through Recovery:

1. Facet Analysis:

2. Causes of Service Failure:

3. Sources of Serce Failure:

4. Contextual Facets of Service Failure:

5. Personal Factors of Service Failure:

6. Processes:

7. Response:

8. Consequences:

9. An Illustrative Model of the Service

Breakdown and Recovery Process:

10. Future Research:

11. Conclusion:

* STATE OF THE ART CURRICULUM DESIGN:

* NEW:

* BIBLIOGRAPHICAL REFERENCES & INDEX:

* ILLUSTRATIONS:

* B & W PHOTOS:

* PAPERBACK:

* TRANSPARENT FRONT PAGE:

* BLACK-WHITE-RED OR BLUE BACK PAGE COVER:

* BINDED: BLACK-WHITE-RED OR BLUE COIL:

* 100 WHITE PAGES: 8x11"

* ALLOW 10 TO 14 DAYS TO RECEIVE ITEM:
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