by
Firth, Miriam.
Call Number
338.4791 FIR
Publication Date
2020
Summary
This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. It hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. Each chapter includes learning objectives, questions and summaries.
Format:
Electronic Resources
Relevance:
63391.9336
by
Cai, Liping A., editor.
Call Number
658.812 QUA
Publication Date
2018
Summary
This book offers conceptual discourse, empirical evidence, application of existing and emerging theories, and implication of practical findings. It discusses the perspectives of both providers and recipients of quality services across a wide spectrum of hospitality and tourism sectors.
Format:
Electronic Resources
Relevance:
50825.3516
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3.
by
Hudson, Simon
Call Number
647.94068 HUD
Publication Date
2012
Summary
Provides the 'whys' and 'hows'of customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more.
Format:
Electronic Resources
Relevance:
54900.1797
by
Perlitz, Lee, author.
Call Number
338.4791 PER
Publication Date
2001 1999 1998 1997 1996
Format:
Books
Relevance:
54899.3906
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