1. Provides an overview of customer service principles, theories,
and practices, and covers a range of classic and contemporary
business theories 2. Includes case studies of business enterprises
in various hospitality and service sectors including hotels,
restaurants, theme parks, event management, airlines, cruises,
(e-)retailers, finance 3. Suggests important considerations and
design concepts for businesses to introduce technological
innovations in service settings 4. Learning Objectives and
Discussion Questions included in every content chapter as learning
aids
General
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