Customer service for hospitality and tourism / Simon Hudson, Louise Hudson.

Author/creator Hudson, Simon
Other author Hudson, Louise.
Format Book
Publication InfoWoodeaton, Oxford : Goodfellow Publishers, 2013.
Descriptionviii, 304 pages : illustrations ; 25 cm
Subjects
Hospitality industry--Customer services.
Tourism--Customer services.

Contents Introduction to customer service -- The financial and behavioral 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.
Bibliography noteIncludes bibliographical references and index.
ISBN9781908999344 (pbk.)
ISBN1908999349 (pbk.)