Karakas, Ayhan. 2019. “Koc, E. (2017). Service Failures and Recovery in Tourism and Hospitality: A Practical Manual, Oxfordshire: CABI Publishing. ISBN-13: 978 1 78639 067 7”. European Journal of Tourism Research 21 (March):158-60. https://doi.org/10.54055/ejtr.v21i.370.