Customer Service in Tourism and Hospitality
eBook - PDF

Customer Service in Tourism and Hospitality

Simon Hudson, Louise Hudson

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  1. 352 pages
  2. English
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eBook - PDF

Customer Service in Tourism and Hospitality

Simon Hudson, Louise Hudson

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About This Book

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 'hows'of 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:‚ÄĘthe impact of the sharing economy and how hotels are getting 'social' to compete;‚ÄĘthe latest in technology and its impact on customer service including Virtual Reality and use of robots to enhance the traveller experience;‚ÄĘnew demographic and cultural shifts; ‚ÄĘNew market trends ‚Äď including how resorts are catering to the demands of the international traveller from emerging markets and the luxury family market;‚ÄĘUsing big data to personalize experiences and encourage loyalty.The text has a full suite of pedagogic features to aid learning and understanding, including:‚ÄĘ 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.‚ÄĘ Each chapter contains a 'Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter.‚ÄĘ 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.

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Information

Year
2017
ISBN
9781911396475
Edition
2
1 
Introduction 
to 
Customer 
Service
‚ÄėAt¬†
Your 
Service’ 
Spotlight: 
Walt 
Disney 
‚Äst
a 
legacy 
of 
customer 
service 
A 
Disney 
employee 
invites 
children 
to 
dance 
during 
the 
parade 
at 
Hongkong 
Disneyland 
Park. 
Photo 
courtesy 
of 
Allison 
Zhang
What 
is 
Disney’s 
edge? 
It 
stems 
in 
part 
from 
Walt 
Disney’s 
precept 
that 
money 
is 
not 
the 
most 
important 
factor 
in 
business. 
Instead 
he 
focused 
on 
identifying 
the 
customers’ 
needs 
and 
giving 
them 
what 
they 
wanted. 
His 
business 
philosophy 
stemmed 
from 
his 
strong 
family 
values, 
morals, 
religious 
beliefs, 
creative 
goals 
and 
innate 
psychographic 
awareness. 
As 
he 
said 
back 
in 
the 
1960s: 
‚ÄėDisneyland¬†
is 
a 
work 
of 
love. 
We 
didn’t 
go 
into 
Disneyland 
just 
with 
the 
idea 
of 
making 
money’.
During 
an 
NBC 
interview 
in 
1966 
Walt 
stressed 
that 
excellence 
of 
products 
and 
service 
are 
more 
crucial 
than 
proÔ¨Āts¬†
at 
his 
theme 
parks: 
‚Äė‚Ķ¬†
my 
young 
group 
of 
executives 
are 

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