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Customer service for hospitality and tourism / Simon and Louise Hudson.
- Format:
- Book
- Author/Creator:
- Hudson, Simon.
- Hudson, Louise, author.
- Series:
- Gale eBooks
- Language:
- English
- Subjects (All):
- Hospitality industry--Customer services.
- Hospitality industry.
- Tourism--Customer services.
- Tourism.
- Physical Description:
- 1 online resource (viii, 316 pages) : illustrations (some color), charts
- Edition:
- 3rd ed.
- Place of Publication:
- Oxford : Goodfellow Publishers Limited, [2022]
- Summary:
- A fully updated new edition of this bestselling 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. With 10 new international cases focusing on how some in the hospitality sector have adapted - and thrived - during the COVID-19 pandemic.
- Contents:
- Cover
- Title page
- Contents
- 1 Introduction to Customer Service
- Customer service defined
- A history of customer service
- The role of customer service
- The marketing mix for services
- Customer service in the tourism and hospitality sector
- Case Study: The Lopesan Group, Gran Canaria, Spain
- 2 The Financial and Behavioral Impacts of Customer Service
- The relative importance of the service economy
- Impact of service quality on market share growth, prices and profits
- The behavioral consequences of customer service
- The service profit chain
- Offensive and defensive marketing effects of service
- Financial implications of poor customer service
- Case Study: Profiting from culinary tourism in Stellenbosch, South Africa
- 3 Understanding the Consumer
- Customer expectations
- The customer experience
- The importance of emotions in the service experience
- Understanding cross-cultural differences
- Global trends in consumer behaviour
- Case Study: Bruce Poon Tip, G Adventures - understanding today's traveller
- 4 Developing and Maintaining a Service Culture
- Internal marketing
- Establishment of a service culture
- The importance of empowerment
- Development of a marketing approach to human resource management
- Dissemination of marketing information to employees
- Implementing a reward and recognition system
- Case Study: Micato Safaris - simply the best in the world!
- 5 Managing Service Encounters
- The employee role in delivering service
- Customer service training
- The customer role in delivering service
- Case Study: Hotels getting social to compete with the sharing economy
- 6 The Importance of Market Research
- An introduction to research in tourism and hospitality
- The Gaps model of service quality
- Measuring service quality
- Common research errors.
- Effective use of market research in decision making
- Case Study: Martinhal in Portugal - staying sensitive to the consumer
- 7 Building and Maintaining Customer Relationships
- Relationship marketing
- Retention strategies
- Loyalty programs in tourism and hospitality
- Benefits of relationship marketing
- Targeting profitable customers
- Case Study: African-American travelers an increasingly profitable market
- 8 Providing Customer Service through the Servicescape
- Elements of the servicescape
- The strategic role of the servicescape in delivering service
- Developing servicescapes
- Servicescapes and consumer behaviour
- Waiting line strategies
- COVID-19 and the servicescape
- Case Study: Attention to detail at Cavas Wine Lodge, Argentina
- 9 The Impact of Technology on Customer Service
- The impact of technological developments on tourism and hospitality
- Using technology to improve service during the consumer decision journey
- Delivering service through electronic and robotic channels
- Case Study: Vail Resorts using apps to capture memories on the mountain
- 10 The Importance of Service Recovery
- Service recovery
- The service recovery paradox
- The service recovery process
- The consequences of an effective recovery process
- Guidelines for soliciting, tracking and handling complaints
- Service guarantees
- Case Study: Adaptability key to pandemic recovery for Australia's tourism industry
- 11 Promoting Customer Service Internally and Externally
- Developing an integrated communications strategy for customer service
- Managing service promises
- Ethical issues in communication
- Case Study: Promoting the spirit of India
- 12 Customer Service Training Handbook
- I Index.
- Notes:
- Includes bibliographical references and index.
- Description based on publisher supplied metadata and other sources.
- ISBN:
- 9781915097156
- 1915097150
- OCLC:
- 1391018575
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