ATU Sligo /ATU St Angela's

go

Amazon cover image
Image from Amazon.com

Customer service for hospitality and tourism /

By: Hudson, Simon [author.].
Contributor(s): Hudson, Louise [author.].
Publisher: Woodeaton, Oxford : Goodfellow Publishers Limited, 2017Edition: 2nd edition.Description: 296 pages : illustrations ; 25 cm.Content type: text | still image Media type: unmediated Carrier type: volumeISBN: 9781911396468; 9781911396468:; 1911396463.Subject(s): Tourism | Hospitality industry | Hospitality industry -- Customer services | Customer services | Tourism -- Customer servicesDDC classification: 647.94068
Contents:
Preface -- About the authors -- Introduction to customer service -- The finance and behavioural impacts of customer service -- Understanding the consumer -- 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 -- Promoting customer service internally and externally -- Customer service training handbook.
Summary: A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalise experiences and encourage loyalty.
Star ratings
    Average rating: 0.0 (0 votes)
Holdings
Item type Current library Call number Status Date due Barcode Item holds
Standard Loan Standard Loan ATU Sligo Yeats Library Main Lending Collection 647.94068 HUD (Browse shelf(Opens below)) Available 0062514
Total holds: 0

Includes bibliographic references and index.

Preface -- About the authors -- Introduction to customer service -- The finance and behavioural impacts of customer service -- Understanding the consumer -- 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 -- Promoting customer service internally and externally -- Customer service training handbook.

A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalise experiences and encourage loyalty.

Share