KOÇ, E. Et Al. Emotions and Emotional Abilities in Service Failures and Recovery. 2017. In Service Failures and Recovery in Tourism Hospitality , CABI, Oxfordshire, 42-55.

KOÇ, E., AYDIN, G., AKDENİZ AR, A., & BOZ, H., (2017). Emotions and Emotional Abilities in Service Failures and Recovery. Service Failures and Recovery in Tourism Hospitality (pp.42-55), Oxfordshire: CABI.

KOÇ, ERDOĞAN Et Al. "Emotions and Emotional Abilities in Service Failures and Recovery." In Service Failures and Recovery in Tourism Hospitality , 42-55. Oxfordshire: CABI, 2017

KOÇ, ERDOĞAN Et Al. "Emotions and Emotional Abilities in Service Failures and Recovery." Service Failures and Recovery in Tourism Hospitality , CABI, 2017, pp.42-55.

KOÇ, E. Et Al. (2017) "Emotions and Emotional Abilities in Service Failures and Recovery", Service Failures and Recovery in Tourism Hospitality . Oxfordshire: CABI.

@bookchapter{bookchapter, author ={ERDOĞAN KOÇ Et Al. }, chaptertitle={Emotions and Emotional Abilities in Service Failures and Recovery}, booktitle={ Service Failures and Recovery in Tourism Hospitality}, publisher={CABI}, city={Oxfordshire},year={2017} }