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Books > Business & Economics > Industry & industrial studies > Service industries > Hospitality industry
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Customer Service for Hospitality and Tourism (Hardcover, 3rd edition)
Loot Price: R3,235
Discovery Miles 32 350
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Customer Service for Hospitality and Tourism (Hardcover, 3rd edition)
Expected to ship within 9 - 17 working days
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A fully revised and updated new edition of this bestselling and a
unique 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. In essence it is the 'whys' and
'hows'of customer service. Fully updated with current statistics,
trends, and examples, it is full of references to all the latest
research from both academic and practitioner literature. Chapters
cover important topics such as the financial and behavioural
consequences of customer service, consumer trends influencing
service, developing and maintaining a service culture, managing
service encounters, the importance of market research, building and
maintaining customer relationships, providing customer service
through the servicescape, the impact of technology on customer
service, the importance of service recovery, and promoting customer
service internally and externally. The third edition of this book -
like the first and second - is easy to read, very current, and full
of references to all the latest research. Chapters cover important
topics such as the financial and behavioral consequences of
customer service, consumer trends influencing service, developing
and maintaining a service culture, managing service encounters, the
importance of market research, building and maintaining customer
relationships, providing customer service through the servicescape,
the impact of technology on customer service, the importance of
service recovery, and promoting customer service internally and
externally. The third edition also pays special attention to the
COVID-19 pandemic and how it has altered customer service in the
tourism and hospitality sector - a sector that was impacted more
than any other due to the crisis. In addition to fresh, up-to-date
material, the third edition contains 10 new cases from around the
world that focus on how individuals or organizations in the
hospitality sector have adapted - and even thrived - during the
COVID-19 pandemic.
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