Customer Service for Hospitality and Tourism.

ISBN:

9781915097156

Title:

Author:

Hudson, Simon.

Personal Author:

Hudson, Simon.

Edition:

3rd ed.

Physical Description:

1 online resource (325 pages)

Contents:

Cover -- Title page -- Contents -- 1 Introduction to Customer Service -- Customer service defined -- A history of customer service -- The role of customer service -- The marketing mix for services -- Customer service in the tourism and hospitality sector -- Case Study: The Lopesan Group, Gran Canaria, Spain -- 2 The Financial and Behavioral Impacts of Customer Service -- The relative importance of the service economy -- Impact of service quality on market share growth, prices and profits -- The behavioral consequences of customer service -- The service profit chain -- Offensive and defensive marketing effects of service -- Financial implications of poor customer service -- Case Study: Profiting from culinary tourism in Stellenbosch, South Africa -- 3 Understanding the Consumer -- Customer expectations -- The customer experience -- The importance of emotions in the service experience -- Understanding cross-cultural differences -- Global trends in consumer behaviour -- Case Study: Bruce Poon Tip, G Adventures - understanding today's traveller -- 4 Developing and Maintaining a Service Culture -- Internal marketing -- Establishment of a service culture -- The importance of empowerment -- Development of a marketing approach to human resource management -- Dissemination of marketing information to employees -- Implementing a reward and recognition system -- Case Study: Micato Safaris - simply the best in the world! -- 5 Managing Service Encounters -- The employee role in delivering service -- Customer service training -- The customer role in delivering service -- Case Study: Hotels getting social to compete with the sharing economy -- 6 The Importance of Market Research -- An introduction to research in tourism and hospitality -- The Gaps model of service quality -- Measuring service quality -- Common research errors.

Effective use of market research in decision making -- Case Study: Martinhal in Portugal - staying sensitive to the consumer -- 7 Building and Maintaining Customer Relationships -- Relationship marketing -- Retention strategies -- Loyalty programs in tourism and hospitality -- Benefits of relationship marketing -- Targeting profitable customers -- Case Study: African-American travelers an increasingly profitable market -- 8 Providing Customer Service through the Servicescape -- Elements of the servicescape -- The strategic role of the servicescape in delivering service -- Developing servicescapes -- Servicescapes and consumer behaviour -- Waiting line strategies -- COVID-19 and the servicescape -- Case Study: Attention to detail at Cavas Wine Lodge, Argentina -- 9 The Impact of Technology on Customer Service -- The impact of technological developments on tourism and hospitality -- Using technology to improve service during the consumer decision journey -- Delivering service through electronic and robotic channels -- Case Study: Vail Resorts using apps to capture memories on the mountain -- 10 The Importance of Service Recovery -- Service recovery -- The service recovery paradox -- The service recovery process -- The consequences of an effective recovery process -- Guidelines for soliciting, tracking and handling complaints -- Service guarantees -- Case Study: Adaptability key to pandemic recovery for Australia's tourism industry -- 11 Promoting Customer Service Internally and Externally -- Developing an integrated communications strategy for customer service -- Managing service promises -- Ethical issues in communication -- Case Study: Promoting the spirit of India -- 12 Customer Service Training Handbook -- I Index.

Local Note:

Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2023. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.

Subject Term:

Hospitality.

Tourism.

Added Author:

Hudson, Louise.

Format:

Electronic Resources

Electronic Access:

Click to View

Publication Date:

2022

Publication Information:

Oxford :

Goodfellow Publishers, Limited,

2022.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
647.940688 HUD	1:E-BOOK	1	1:ONLINE	Searching... Unknown

Bound With These Titles

On Order

Summary

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.

Excerpts

Worldwide Excerpted from Customer Service for Hospitality and Tourism by Simon Hudson, Louise Hudson All rights reserved by the original copyright owners. Excerpts are provided for display purposes only and may not be reproduced, reprinted or distributed without the written permission of the publisher.