Tourism and hospitality services are prone to service-failure due to a high level of customer-employee contact. This is an invaluable source of information that includes student aids, real-life examples, case studies, links to websites and activities alongside questions and presentation slides for in-class use.

Contributions by: 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