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Service Problems, Service Crises and Service Disasters
Journal of Quality Assurance in Hospitality & Tourism, 2001ABSTRACT This paper discusses the need for tourism service organisations to implement effective ways of responding to their clients when a problem occurs in the delivery of a service. Failure to recognise or respond appropriately to a problem when it occurs can cause a crisis which requires more organisational resources and skills to overcome, and if ...
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Services, E-Services, and Nonservices
2009This chapter examines the provision and codevelopment of electronic services, content, and applications at the conceptual level. There is focus on the provision of services electronically (e-services) and the development of user-produced electronic content and applications (nonservices).
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