- 306 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
Customer Service in Tourism and Hospitality
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:
• 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.
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Information
Publisher
Goodfellow PublishersYear
2017Print ISBN
9781911396468
9781906884017
Edition
2eBook ISBN
9781911396475
1
Introduction
to
Customer
Service
‘At
Your
Service’
Spotlight:
Walt
Disney
–
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:
‘Disneyland
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
profits
at
his
theme
parks:
‘…
my
young
group
of
executives
are
Table of contents
- 1 Introduction to Customer Service
- 2 The Financial and Behavioral 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
- I Index
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Yes, you can access Customer Service in Tourism and Hospitality by Simon Hudson,Louise Hudson in PDF and/or ePUB format, as well as other popular books in Business & Customer Relations. We have over 1.5 million books available in our catalogue for you to explore.