Intro -- Half Title -- Dedication -- Title -- Copyright -- Contents -- List of Contributors -- 1 Introduction: Service Failures and Recovery -- 2 Understanding and Dealing with Service Failures in Tourism and Hospitality -- 3 Service Failures and Recovery: Theories and Models -- 4 Emotions and Emotional Abilities in Service Failures and Recovery -- 5 Memorable Service Experiences: A Service Failure and Recovery Perspective -- 6 Customer Attribution in Service Failures and Recovery -- 7 Technology, Customer Satisfaction and Service Excellence -- 8 Self-Service Technologies: Service Failures and Recovery -- 9 The Influence of Other Customers in Service Failure and Recovery -- 10 Emotional Contagion and the Influence of Groups on Service Failures and Recovery -- 11 Staff Training for Service Failures and Recovery -- 12 The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery -- 13 Cross-Cultural Aspects of Service Failures and Recovery -- 14 Disappointment in Tourism and Hospitality: the Influence of Films on Destinations -- Index -- Back Cover.