Customer service for hospitality and tourism /
By: Hudson, Simon
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Contributor(s): Hudson, Louise.
Publisher: Oxford : Goodfellow Publishers Limited, 2013Description: viii, 304 p. : ill. ; 26 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 1908999330; 9781908999337:; 9781908999337.Subject(s): Hospitality industry -- Customer services | Tourism | Customer servicesDDC classification: 647.94068| Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
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Standard Loan
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ATU Sligo Yeats Library Main Lending Collection | 647.94068 HUD (Browse shelf(Opens below)) | 1 | Available | 0064109 | ||
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Standard Loan
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ATU Sligo Yeats Library Main Lending Collection | 647.94068 HUD (Browse shelf(Opens below)) | 1 | Lost Checked out | 26/03/2021 | 0064112 | |
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Standard Loan
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ATU Sligo Yeats Library Main Lending Collection | 647.94068 HUD (Browse shelf(Opens below)) | 1 | Lost Checked out | 23/10/2020 | 0063930 |
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| 647.94068 AGA Managing coastal tourism resorts : a global perspective / | 647.94068 BRA Hotel front office / | 647.94068 HUD Customer service for hospitality and tourism / | 647.94068 HUD Customer service for hospitality and tourism / | 647.94068 HUD Customer service for hospitality and tourism / | 647.94068 MED The business of hotels / | 647.94068 OKU Strategic management for hospitality and tourism / |
Includes bibliographical references and index.
Introduction to customer service -- 2 : the financial and behavioural impacts of customer service -- 3 : understanding the consumer -- 4 : developing and maintaining a service culture -- 5 : managing service encounters -- 6 : the importance of market research -- 7 : building and maintaining customer relationships -- 8 : providing customer service through the servicescape -- 9 : the impact of technology on customer service -- 10 : the importance of service recovery -- 11 : promoting customer service internally and externally -- 12 : customer service training handbook -- Index.
The 'whys' and 'hows' of customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more.