Customer Service for Hospitality and Tourism

Editor/Author Hudson, Simon and Hudson, Louise
Publication Year: 2012
Publisher: Goodfellow Publishers

Single-User Purchase Price: $48.00
Unlimited-User Purchase Price: $72.00
ISBN: 978-1-90-899933-7
Category: Business, Finance & Economics - Tourism & Hospitality
Image Count: 90
Book Status: Available
Table of Contents

Customer Service for Hospitality and Tourism is a unique text and vital to both students and practitioners as it 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.

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Table of Contents

  • Preface
  • About the Authors
  • 1 Introduction to Customer Service
  • 2 The Financial and Behavioral Impacts of Customer Service
  • 3 Understanding the Consumer
  • 4 Developing and Maintaining a Service Culture
  • 5 Managing Service Encounters
  • 6 The Importance of Market Research
  • 7 Building and Maintaining Customer Relationships
  • 8 Providing Customer Service through the Servicescape
  • 9 The Impact of Technology on Customer Service
  • 10 The Importance of Service Recovery
  • 11 Promoting Customer Service Internally and Externally
  • 12 Customer Service Training Handbook