Tourist customer service satisfaction : an encounter approach : [electronic book] /
By: Noe, Francis P [author].
Contributor(s): Uysal, Muzaffer | Magnini, Vincent P | ProQuest [vendor].
Series: Routledge advances in tourism: 18.Publisher: London : Routledge, 2010Description: 1 online resource (ix, 193 pages).Content type: text | text Media type: computer | unmediated Carrier type: online resource | volumeISBN: 9780415578042; 9780415578042:; 0415578043; 9780203852361; 0203852362.Subject(s): Tourism -- Management | Hospitality industry -- ManagementOnline resources: Access ebook hereItem type | Current library | Call number | Status | Date due | Barcode | Item holds |
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Ebook | ATU Sligo Yeats Library eBook | Available Online |
Includes bibliographical references ([168]-185) and index.
Introduction -- Defining encounter theory -- Encountering interactive roles -- Knowing the travel customer's role -- Managing the travel situation -- Positioning the travel provider -- Appealing to the travel and provider roles -- Nuances of interpersonal interactions -- Going beyond satisfaction to loyalty -- Where do we go from here?
Customer satisfaction & loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs & ultimately care for each other. Yet surprisingly there are few or any books which focus on this aspect.