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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Tourist Customer Service Satisfaction - An Encounter Approach (Hardcover)
Loot Price: R4,636
Discovery Miles 46 360
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Tourist Customer Service Satisfaction - An Encounter Approach (Hardcover)
Series: Advances in Tourism
Expected to ship within 10 - 15 working days
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Customer satisfaction and loyalty in the tourism sector is highly
dependent upon the behaviours of front-line service providers.
Service is about people, how they relate to one another, fulfill
each other's needs and ultimately care for each other. Yet
surprisingly there are few or any books which focus on the detailed
specifics of the social exchange and interaction between the
service provider and customer. Tourist Customer Service
Satisfaction fully explores this relationship by defining the
specific kind of verbal and non-verbal messages needed for
successful exchanges, outlining how the service provider ought to
behave & cope in a situation as well as detailing positive
approaches that enhance a service provider's role performance. The
book uses encounter theory to examine the customer - provider
relationship as well as drawing on current research and theories
from hospitality, tourism, management, psychology bodies of
literature. In doing so the book offers important insight into how
employee - centric competitive advantage in this sector can be
achieved in various markets. This book is unique in its approach by
focusing on the specifics of the social exchange and interaction
between the service provider and customer. It therefore offers a
novel synthesis of knowledge on service satisfaction in the tourism
sector which will serve as valuable pedagogical and research
reference for students and academics interested in hospitality and
tourism.
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