A fresh and comprehensive perspective on current and innovative topics related to consumer preferences, attitudes, perceptions and reactions in service industries. It delves into the impact of contemporary trends and emerging technology, by providing a holistic view on the future of the trends and behaviour within the service sector.

Provides in-depth insights, practical examples and best practices in the fields of tourism, hospitality and events. It goes beyond theoretical concepts and to explore the real-world implementation of AI technologies, highlighting their potential impact and benefits within the industry.

The fourth edition of this book – like those before - is easy to read, very current, and full of references to all the latest research. It contains brand new material on issues surrounding sustainability and AI in the context of customer services.