Customer Service for Hospitality and Tourism
A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the whys and howsof customer service. Fully upda...
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| Format: | Book |
| Language: | English |
| Published: |
Oxford, OX3 9 TJ
Goodfellow Publishers Ltd
2017
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| Edition: | Second Edition |
| Online Access: | Click Here to View Status and Holdings. |
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Add Tag | Summary: | A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the whys and howsof customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. |
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| Physical Description: | viii, 296 pages illustrations 25 cm |
| Bibliography: | Includes bibliographical references and index |
| ISBN: | 9781911396468 9781911396451 |
Customer Service for Hospitality and Tourism