The Practical Guide to Achieving Customer Satisfaction in Events and Hotels (Hardcover)

* Uniquely focuses on achieving customer satisfaction with the hotel and event industries, giving step-by-step practical guidance. * Integration of case studies, author voice boxes, and example forms and documents for the standardization of procedures key to achieving customer satisfaction, informed by extensive professional experience of both authors put into the context of existing theoretical frameworks. * Inclusion of underexplored areas such as employee empowerment, customer delight, over-promising, cultural implications and contractual issues in customer satisfaction.

General

Imprint:	Routledge
Country of origin:	United Kingdom
Series:	The Practical Guide to Events and Hotel Management Series
Release date:	July 2022
First published:	2023
Authors:	Philip Berners • Adrian Martin
Dimensions:	234 x 156 x 21mm (L x W x T)
Format:	Hardcover
Pages:	180
ISBN-13:	978-0-367-72387-3
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Books > Business & Economics > Industry & industrial studies > Service industries > Hospitality industry > General
LSN:	0-367-72387-5
Barcode:	9780367723873

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