TY - BOOK AU - Koc, Erdogan TI - Service failures and recovery in tourism and hospitality: a practical manual SN - 978-1-78639-067-7 U1 - 910.68 Se491 2017 PY - 2017/// CY - Oxford PB - Cabi KW - Tourist trade - Management KW - Hospitality industry - Management N1 - Includes index ER -