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Customer Service in Hospitality and Tourism 2nd edition

Simon Hudson, Louise Hudson

ISBN: HBK: 978-1-911396-45-1 PBK: 978-1-911396-46-8 EBOOK: 978-1-911396-47-5


About this book | Table of contents | About the authors | Sample files | Online resources | Buy now
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.

New material covers issues such as:
  • the impact of the sharing economy and how hotels are getting ‘social’ to compete;
  • the latest in technology and its impact on customer service including Virtual Reality and use of robots to enhance the traveller experience;
  • New demographic and cultural shifts;
  • New market trends – including how resorts are catering to the demands of the international traveller from emerging markets and the luxury family market;
  • Using big data to personalize experiences and encourage loyalty.

The text has a full suite of pedagogic features to aid learning and understanding, including:
  • An ‘At Your Service’ Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service.
  • Each chapter contains a ‘Service Snapshot’ - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter.
  • Detailed international ‘Case Studies’, which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai.

Suitable for undergraduate levels 2/3, postgraduate and industry professionals.

Table of contents

Ch 1: Introduction to customer service; Ch 2: The financial and behavioural consequences of customer service; Ch 3: Understanding the consumer; Ch 4: Developing and maintaining a service culture; Ch 5: Managing service encounters; Ch 6: The importance of market research; Ch 7: Building and maintaining customer relationships; Ch 8: Providing customer service through the servicescape; Ch 9: The impact of technology on customer service; Ch 10: The importance of service recovery; Ch 11: Promoting customer service internally and externally; Ch 12: Customer service training handbook

Table of contents

Ch 1: Introduction to customer service; Ch 2: The financial and behavioural consequences of customer service; Ch 3: Understanding the consumer; Ch 4: Developing and maintaining a service culture; Ch 5: Managing service encounters; Ch 6: The importance of market research; Ch 7: Building and maintaining customer relationships; Ch 8: Providing customer service through the servicescape; Ch 9: The impact of technology on customer service; Ch 10: The importance of service recovery; Ch 11: Promoting customer service internally and externally; Ch 12: Customer service training handbook

About the authors

Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina, USA.
Louise Hudson is a freelance journalist living in South Carolina, USA (www.tourismgurus.com).

Table of contents

Ch 1: Introduction to customer service; Ch 2: The financial and behavioural consequences of customer service; Ch 3: Understanding the consumer; Ch 4: Developing and maintaining a service culture; Ch 5: Managing service encounters; Ch 6: The importance of market research; Ch 7: Building and maintaining customer relationships; Ch 8: Providing customer service through the servicescape; Ch 9: The impact of technology on customer service; Ch 10: The importance of service recovery; Ch 11: Promoting customer service internally and externally; Ch 12: Customer service training handbook

About the authors

Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina, USA.
Louise Hudson is a freelance journalist living in South Carolina, USA (www.tourismgurus.com).

Sample files

Contents, copyright, preface.pdf

Chapter 1.pdf
Chapter 2.pdf
Chapter 3.pdf
Chapter 4.pdf
Chapter 5.pdf
Chapter 6.pdf
Chapter 7.pdf
Chapter 8.pdf
Chapter 9.pdf
Chapter 10.pdf
Chapter 11.pdf
Chapter 12.pdf

Table of contents

Ch 1: Introduction to customer service; Ch 2: The financial and behavioural consequences of customer service; Ch 3: Understanding the consumer; Ch 4: Developing and maintaining a service culture; Ch 5: Managing service encounters; Ch 6: The importance of market research; Ch 7: Building and maintaining customer relationships; Ch 8: Providing customer service through the servicescape; Ch 9: The impact of technology on customer service; Ch 10: The importance of service recovery; Ch 11: Promoting customer service internally and externally; Ch 12: Customer service training handbook

About the authors

Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina, USA.
Louise Hudson is a freelance journalist living in South Carolina, USA (www.tourismgurus.com).

Sample files

Contents, copyright, preface.pdf

Chapter 1.pdf
Chapter 2.pdf
Chapter 3.pdf
Chapter 4.pdf
Chapter 5.pdf
Chapter 6.pdf
Chapter 7.pdf
Chapter 8.pdf
Chapter 9.pdf
Chapter 10.pdf
Chapter 11.pdf
Chapter 12.pdf

Online resources

Powerpoint slides to accompany each chapter:
Chapter 1 Introduction to Customer Service.pptx

Chapter 2 The Financial and Behavioral Impacts of Customer Service.pptx

Chapter 3 Understanding the Consumer.pptx

Chapter 4 Developing and Maintaining a Service Culture.pptx

Chapter 5 Managing Service Encounters.pptx

Chapter 6 The Importance of Market Research.pptx

Chapter 7 Building and Maintaining Customer Relationships.pptx

Chapter 8 Providing Customer Service through the Servicescape.pptx

Chapter 9 The Impact of Technology on Customer Service.pptx

Chapter 10 The Importance of Service Recovery.pptx

Chapter 11 Promoting Customer Service Internally and Externally.pptx

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Chapter 2 The Financial and Behavioral Impacts of Customer ServicePrice: £5.99
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Chapter 4 Developing and Maintaining a Service CulturePrice: £5.99
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Chapter 5 Managing Service EncountersPrice: £5.99
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Chapter 6 The Importance of Market ResearchPrice: £5.99
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Chapter 7 Building and Maintaining Customer RelationshipsPrice: £5.99
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Chapter 8 Providing Customer Service through the ServicescapePrice: £5.99
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Chapter 9 The Impact of Technology on Customer ServicePrice: £5.99
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Chapter 10 The Importance of Service RecoveryPrice: £5.99
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Chapter 11 Promoting Customer Service Internally and ExternallyPrice: £5.99
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Chapter 12 Customer Service Training HandbookPrice: £5.99
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