Customer Service for Hospitality and Tourism 2nd edition

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.. In essence it is the whys and howsof customer servi

About the Author Center of Economic Excellence (CoEE) Endowed Chair in Tourism and Economic Development, College of Hospitality, Retail and Sport Management,

Center of Economic Excellence (CoEE) Endowed Chair in Tourism and Economic Development, College of Hospitality, Retail and Sport Management,