Karakas, Ayhan. “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 1, 2019): 158–160. Accessed April 25, 2025. https://ejtr.vumk.eu/index.php/about/article/view/370.