Customer Service for Hospitality and Tourism by Louise Hudson and Simon ...

Goodfellow Publishers Limited

Customer Service for Hospitality and TourismAuthor(s): Simon Hudson, Louise Hudson\nFormat: Hardback\nPublisher: Goodfellow Publishers Limited, United Kingdom\nImprint: Goodfellow Publishers Limited\nISBN-13: 9781915097132, 978-1915097132\nSynopsis\nA 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 howsof customer service. \n\nFully 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 \ncustomer relati.