Customer Service for 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
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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 text has a full suite of pedagogic features to aid learning and understanding, including:
Suitable for undergraduate levels 2/3, postgraduate and industry professionals.
THERE IS A NEWER EDITION OF THIS TITLE AVAILABLE SEE https://www.goodfellowpublishers.com/custserv3edn FOR DETAILS
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.
THERE IS A NEWER EDITION OF THIS TITLE AVAILABLE SEE https://www.goodfellowpublishers.com/custserv3edn FOR DETAILS
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 handbookTable 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 handbookAbout 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 handbookAbout 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.pdfChapter 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 handbookAbout 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.pdfChapter 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