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Contact : customer service in the hospitality and tourism industry / Donald M. Davidoff.
Van Pelt Library TX911.3.C8 D38 1994
By Request
- Format:
- Book
- Author/Creator:
- Davidoff, Donald M.
- Language:
- English
- Subjects (All):
- Hospitality industry--Customer services.
- Hospitality industry.
- Tourism--Customer services.
- Tourism.
- Physical Description:
- xv, 264 pages : illustrations ; 23 cm
- Place of Publication:
- Englewood Cliffs, N.J. : Prentice Hall, [1994]
- Contents:
- 1 What is Service? 3
- Service 4
- The Importance of Service 15
- Myths About Service 15
- 2 Understanding the Service Product 19
- Why Is Service Different from Retail? 19
- The Future of Service 21
- Why Is Service So Bad Today? 22
- Does Service Have a Chance? 24
- What It Will Take for Service to Succeed? 25
- 3 The Laws of Service 30
- First Law of Service 31
- Second Law of Service 35
- Third Law of Service 35
- Part 2 The Service Environment: Roles and Relationships 39
- 4 The Players 41
- The Customer 42
- The Company 49
- 5 The Environment 58
- Technological Forces 59
- Economic and Competitive Forces 61
- Social and Cultural Forces 63
- Political and Legal Forces 67
- 6 Company Responsibilities 71
- Setting a Service Strategy 72
- Selecting and Training Service-Oriented People 75
- Designing and Implementing Customer-Friendly Systems 77
- Legal Responsibilities to Customers 81
- Responsibilities to Customer-Contact Employees 82
- 7 Customer-Contact Employee Responsibilities 87
- Proficiency 88
- Professionalism 88
- Pride 90
- Responsibilities to Customers 91
- Responsibilities to the Company 93
- Responsibilities to Co-Workers 93
- Responsibilities to Themselves 93
- Part 3 Service Tools 95
- 8 System Tools 97
- Hardware 98
- Software 103
- 9 Interpersonal Communications 120
- Reasons for Communication 121
- A Model for Communication 123
- The Communication Process 125
- Flows of Communication 126
- Formal versus Informal Communication 127
- Barriers to Effective Communication: How We Fail to Communicate 129
- Nonverbal Communication 134
- How to Improve Communications with Customers 136
- Special Problems in Communication 141
- Communicating with Angry Customers 144
- 10 Personal Development 151
- Understanding Personal Attitudes and Abilities 152
- Personal Growth and Development 160
- Part 4 Internal Service 169
- 11 Internal Customers and Suppliers 171
- First Law of Internal Service 173
- Second Law of Internal Service 174
- Third Law of Internal Service 175
- How Do People Practice Internal Service? 176
- 12 Principles and Practices of Internal Service: the Key to Quality 180
- Service Practices: How to Get Improvement 188
- Part 5 Application of Service Principles in Hospitality and Tourism 195
- 13 Classifying Service Organizations 197
- 14 Hotels 210
- Unique Problems 212
- Service Delivery Systems 213
- 15 Restaurants 217
- Unique Problems 219
- Service Delivery Systems 220
- 16 Air Transportation 224
- Unique Problems 225
- Service Delivery Systems 227
- 17 Cruise Lines 231
- Unique Problems 232
- Service Delivery Systems 233
- 18 Travel Agencies 238
- Unique Problems 241
- Service Delivery Systems 243.
- Notes:
- Includes bibliographical references and index.
- ISBN:
- 0138089167
- OCLC:
- 28723287
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