Customer service for tourism and hospitality [electronic resource] / Simon Hudson, Louise Hudson.

ISBN:

9781908999351

Titre:

Auteur:

Hudson, Simon

Auteur personnel:

Hudson, Simon

Informations de publication:

Oxford : Goodfellow Publishers Ltd, 2012.

Description physique:

1 online resource (312 p.)

Note générale:

Description based upon print version of record.

Contenu:

1 Introduction to Customer Service; _GoBack; 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

The financial implications of poor customer service Case Study: Profiting from fun in the Canadian Rockies; 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 Implementation of a reward and recognition system; Case Study: WestJet Airlines: Fostering a caring culture; 5 Managing Service Encounters; The employee role in delivering service; Customer service training; The customer role in delivering service; Case study: People Power at Fairmont Hotels & Resorts; 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: Enterprise Rent-A-Car: Driving complete customer satisfaction 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: Service excellence at the Sheraton Suites Calgary Eau Claire; 8 Providing Customer Service through the Servicescape; Elements of the servicescape; The strategic role of the servicescape in delivering service; Developing servicescapes; The effect of servicescapes on consumer behaviour

Waiting line strategies Case Study: Attention to detail at Cavas Wine Lodge, Argentina; 9 The Impact of Technology on Customer Service ; The impact of technological developments on communication; Using technology to improve service during the consumer decision journey ; Delivering service through electronic channels; Case study: Vail Resorts using apps to enhance the customer experience; 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

Terme sujet:

Hospitality industry -- Customer services.

Tourism -- Customer services.

Tourism.

Auteur ajouté:

Hudson, Louise

Format:

Ressources électroniques

Accès électronique:

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Date de publication:

2012

WAIT_PUBINFO:

Oxford : Goodfellow Publishers Ltd, 2012.

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Numéro de rayon	Type de documentation	Copier	Emplacement en rayon	Statut
647.94068 HUD	1:E-BOOK	1	1:ONLINE	Recherche en cours... Inconnu

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Résumé

Customer service is of critical importance for the for the tourism and hospitality sector now more than ever before as customers are looking to increase value for money and are less forgiving of mediocre service. However, despite its importance, quality customer service is the exception rather than the norm in many parts of the world. 'Customer Service for hospitality and tourism: the lost art' is a unique text and vital to both students and practitioners as it 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. It is easy to read, very current, and 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.Key features include:* An 'At Your Service' Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. * Each chapter contains a 'Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. * Detailed international 'Case Studies', which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai.Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina. He has held previous academic positions at universities in Canada and England, and has worked as a visiting professor in Austria, Switzerland, Spain, Fiji, New Zealand, the United States, and Australia. Louise Hudson is a freelance journalist living in South Carolina (www.tourismgurus.com). She has collaborated with Dr Hudson on many of his books and research projects and co-wrote Golf Tourism with him. Originally trained in journalism in England, she now writes for many publications including the LA Times, Dallas Morning News, Canada's Globe and Mail and Dreamscapes Magazine, Calgary Sun, Calgary Herald and and BC Inn Focus magazine among others.