mega-menu

zone1

footer-legal-menu

Terms of use

Privacy

container

single-column

secondary-primary-menu

secondary-storefront-menu

International

North America

China

Japan

Latin America

Brazil

Region

Set your region:

header-component

footer-social-menu

Sign Up for Emails

CONNECT WITH GALE

Stay up-to-date with the latest Gale news, exclusive offers, and more.

facebook

linkedin

instagram

youtube

SOCIAL ICONS

footer-menu

Academic Institutions

K-12

Public Libraries

Government and Special Libraries

Statewide Programs

Institutions

Databases

Primary Sources

Digital Humanities Tools

eLearning

Schools/K-12 Curriculum

Books

Large Print Books by Thorndike Press

Products

Find Your Rep

Product Support

Technical Support

Customer Support

Admin Tools

Accessibility Policy

Support

About Us

Blogs

Press Center

Events

News

Careers

Partnerships

Contact Us

Our Company

Browse by Institution Type

Browse by Product Type

products

Marketing materials, training documents, discovery services

cengage:card

FIND YOUR SALES REPRESENTATIVE

cengage:column

Get marketing materials, training documents, discovery services.

PRODUCT SUPPORT

CUSTOMER SUPPORT

Report technical issues, errors, check system status

TECHNICAL SUPPORT

Manage product preferences, generate usage reports, simplify administrative tasks.

ADMIN TOOLS

support

header

cengage:galethorndikeseo

secondary-account-menu

Would you like to go to the Gale {{RECOMMENDED_COUNTRY}} site instead?

It looks like you're visiting from {{DETECTED_COUNTRY}}.

main

footer-menu-component

config

zone2

Request a Trial

%1 products have been added to your cart but %2 have been backordered and will be fulfilled when stock is available

Product on backorder

Current quantity limit is [maxProductQuantity], please, navigate to the cart page and change quantity of product

You will be able to resubmit promo in ${countdown} seconds. test

Please note that the taxes displayed on our website are estimated and subject to adjustment. The actual tax charges will be determined and settled during the final invoicing of your order

product-detail-component

gale-footer

footer-legal-menu-component

FIND YOUR REP

support-order-2

Account Information

bundle-connector

Profile

Orders

Wish List

Fast Order Entry

My Account

zone3

footer-social-menu-component

You may already have access to Gale content through your institution.

STUDENTS AND RESEARCHERS

support-order-1

footer

Customer Service for Hospitality and Tourism

CUSTOMER SERVICE FOR HOSPITALITY AND TOURISM 3

Industry

Business & Economics

Tourism and Hospitality

Gt Product Group

Binding Format

Marketing Imprint Name

B2B GT

CL Carton Count

Imprint Name

B2B & B2C

<P>A fully revised and updated new edition of this bestselling and 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. . 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 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.</P>

COLFR

COLSO

COLJR

COLSR

Duration

Duration Unit Of Measure

Transaction Type

Front Cover.
Title Page.
Copyright Page.
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.
Index.

Customer Service for Hospitality and Tourism.css-1p8rvzy{position:absolute;padding-left:8px;}

Customer Service for Hospitality and Tourism