Customer Service in Tourism and Hospitality - Couverture souple

Hudson, Simon; Hudson, Louise

Couverture souple

ISBN 10 : 1915097142 ISBN 13 : 9781915097149

Editeur : Goodfellow Publishers Limited, 2022

Synopsis

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 ‘hows’of 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. The third edition of this book – like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral 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. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector – a sector that was impacted more than any other due to the crisis. In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted – and even thrived - during the COVID-19 pandemic.

A propos du livre

À propos de l?auteur

Center of Economic Excellence (CoEE) Endowed Chair in Tourism and Economic Development, College of Hospitality, Retail and Sport Management,

Détails de l'édition

• Éditeur: Goodfellow Publishers Limited
• Date d'édition: 2022
• Langue: anglais
• ISBN 10: 1915097142
• ISBN 13: 9781915097149
• Reliure: Broché
• Numéro d'édition: 3
• Nombre de pages: 324
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible