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Textbook
Cases in Hospitality Management: A Critical Incident Approach, 2nd EditionISBN: 978-0-471-68693-4
Paperback
172 pages
November 2005, ©2006
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- 15 new cases
- New "Technology" section dals with issues such as data warehousing, the internet, and electronic banking
- New "Service Exemplars" section presents incidents involving truly exceptional service in a variety of contexts
- New "Service Recovery" section presents examples of companies failing to salvage service encounters that have gone awry
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