Customer Service in Tourism and Hospi..., Louise Hudson

Description

Customer Service in Tourism and Hospi..., Louise Hudson. Author:Louise Hudson. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. All of our paper waste is recycled within the UK and turned into corrugated cardboard. Can't find what you're looking for? Home page About us Feedback Payment Delivery Customer Service Contact us Shop by Price $10.34 $10.35 - $12.34 $12.35 - $14.34 $14.35 - $16.34 $16.35+ Shop pages Home page Payment Delivery Customer Service About the seller Need help? Send an eBay message Newsletter Add World of Books to your favourites and receive email newsletters about special promotions! General Interest Customer Service in Tourism and Hospitality - 2nd Edition Product Details: Category: Books ISBN: 1911396463 Title: Customer Service in Tourism and Hospitality - 2nd Edition The Fast Free Shipping Author: Louise Hudson Publisher: Goodfellow Publishers Limited Year Published: 2017 Number of Pages: 352 Book Binding: Paperback / softback Prizes: Book Condition: GOOD SKU: CIN1911396463G Item description A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the whys and howsof customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, 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, and promoting customer service internally and externally. New material covers issues such as: the impact of the sharing economy and how hotels are getting social to compete; the latest in technology and its impact on customer service including Virtual Reality and use of robots to enhance the traveller experience; new demographic and cultural shifts; New market trends including how resorts are catering to the demands of the international traveller from emerging markets and the luxury family market; Using big data to personalize experiences and encourage loyalty. The text has a full suite of pedagogic features to aid learning and understanding, including: An At Your Service Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. Each chapter contains a Service Snapshot - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. Detailed international Case Studies, which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai. Please note, the image is for illustrative purposes only, actual book cover, binding and edition may vary. Payment Delivery Customer Service About Us We only accept payments made through PayPal, either via a credit / debit card or a PayPal account. The average shipping times for our orders are as follows: North America: 2-9 Days If for some reason your order has not arrived within 15 Business days please get in contact with us so that we can help you. World of Books USA offer a hassle free money back guarantee for your product, (excluding shipping & handling). We are committed to ensuring each customer is entirely satisfied with their purchase and our service. If you have any issues or concerns, please contact our customer service team within 60 days of purchase and they will be more than happy to help. World of Books USA was founded in 2005. We offer great value books on a wide range of subjects and we now ship over two million orders each year to satisfied customers throughout the world. We take great pride in our prompt delivery, first class customer service and excellent feedback. While we do our best to provide good quality books for you to read, there is no escaping the fact that it has been owned and read by someone else before you. It may well show signs of wear and tear, however each one of our books is hand-checked by our dedicated team for defects before shipping. World of Books sells quality used products at competitive prices to over 2 million customers worldwide each year. We want your experience with World of Books to be enjoyable and problem free. Over the past 8 years World of Books has seen the inventory grow from 1000 to over 1 Million books in stock. We all like the idea of saving a bit of cash, so when we found out how many good quality used products are out there - we just had to let you know! All of our items are checked for quality before they go on sale and we like to think that our prices mean that no item is beyond your budget. At World of Books we are committed to minimising our environmental impact. Each month we recycle over 2.3 million books, saving over 12,500 metric tonnes of books a year from going straight into landfill sites. All of our paper waste is recycled within the UK and turned into corrugated cardboard. We believe that it is a travesty to simply throw away a used book or DVD when there is nothing wrong with it - we believe in giving each book or DVD the chance of finding a new home Home page About us Feedback Payment Delivery Customer Service Contact us