Customer Service for Hospitality and Tourism 3rd edn
DOI: 10.23912/9781915097132-5067 | ISBN: 9781915097132 |
Published: March 2022 | Component type: book |
Abstract
A fully updated new edition of this bestselling 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. With 10 new international cases focusing on how some in the hospitality sector have adapted – and thrived - during the COVID-19 pandemic.
Contributors
- Dr. Simon Hudson, University of South Carolina (Author)
- Louise Hudson, Freelance Journalist (Author)
Cite as
Hudson & Hudson, 2022
Hudson, D.S. & Hudson, L. (2022) Customer Service for Hospitality and Tourism 3rd edn. Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781915097132-5067
Chapters
Chapter 1 Introduction to Customer Service (Hudson & Hudson)
Chapter 2 The Financial and Behavioral Impacts of Customer Service (Hudson & Hudson)
Chapter 3 Understanding the Consumer (Hudson & Hudson)
Chapter 4 Developing and Maintaining a Service Culture (Hudson & Hudson)
Chapter 5 Managing Service Encounters (Hudson & Hudson)
Chapter 6 The Importance of Market Research (Hudson & Hudson)
Chapter 7 Building and Maintaining Customer Relationships (Hudson & Hudson)
Chapter 8 Providing Customer Service through the Servicescape (Hudson & Hudson)
Chapter 9 The Impact of Technology on Customer Service (Hudson & Hudson)
Chapter 11 Promoting Customer Service Internally and Externally (Hudson & Hudson)
Chapter 12 Customer Service Training Handbook (Hudson & Hudson)
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