Customer service for hospitality and tourism

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,...

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Detalles Bibliográficos
Autor Principal: Hudson, Louise
Outros autores: Hudson, Simon
Formato: Libro
Idioma:Vietnamese
Publicado: Woodeaton, Oxford Goodfellow 2013
Edición:2 nd.
Những chủ đề:
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Thư viện lưu trữ: Thư viện Trường Đại học Nam Cần Thơ
Descripción
Tóm tắt: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.
Descrición Física:viii, 296 p. ill. 25cm
ISBN:9781911396468