Customer service for hospitality and tourism:
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Woodeaton
Goodfellow Publ.
2013
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | VIII, 304 S. Ill., graph. Darst. |
| ISBN: | 9781908999344 |
Internformat
MARC
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: Customer service for hospitality and tourism
Autor: Hudson, Simon
Jahr: 2013
1 Introduction to Customer Service 1
Customer service defined 4
A history of customer service 5
The role of customer service 7
The marketing mix for services 12
Customer service in the tourism and hospitality sector 13
Case study: The Lopesan Group, Gran Canada, Spain 17
2 The Financial and Behavioral Impacts of Customer Service 22
The relative importance of the service economy 25
Impact of service quality on market share growth, prices and profits 26
The behavioral consequences of customer service 31
The service profit chain 33
Offensive and defensive marketing effects of service 35
The financial implications of poor customer service 36
Case Study: Profiting from fun in the Canadian Rockies 38
3 Understanding the Consumer 43
Customer expectations 45
The customer experience 48
The importance of emotions in the service experience 54
Understanding cross-cultural differences 58
Global trends in consumer behaviour 61
Case Study: Bruce Poon Tip, G Adventures - understanding today s traveller 64
4 Developing and Maintaining a Service Culture 70
Internal marketing 73
Establishment of a service culture 74
The importance of empowerment 75
Development of a marketing approach to human resource management 77
Dissemination of marketing information to employees 82
Implementation of a reward and recognition system 83
Case Study: WestJet Airlines: Fostering a caring culture 85
5 Managing Service Encounters 89
The employee role in delivering service 91
Customer service training 94
The customer role in delivering service 99
Case study: People Power at Fairmont Hotels Resorts 105
6 The Importance of Market Research 112
An introduction to research in tourism and hospitality 115
The Gaps model of service quality 120
Measuring service quality 123
Common research errors 133
Effective use of market research in decision making 134
Case Study: Enterprise Rent-A-Car: Driving complete customer satisfaction 136
7 Building and Maintaining Customer Relationships 141
Relationship marketing 143
Retention strategies 145
Loyalty programs in tourism and hospitality 147
Benefits of relationship marketing 152
Targeting profitable customers 154
Case Study: Service excellence at the Sheraton Suites Calgary Eau Claire 157
8 Providing Customer Service through the Servicescape 162
Elements of the servicescape 164
The strategic role of the servicescape in delivering service 166
Developing servicescapes 169
The effect of servicescapes on consumer behaviour 173
Waiting line strategies 181
Case Study: Attention to detail at Cavas Wine Lodge, Argentina 184
9 The Impact of Technology on Customer Service 189
The impact of technological developments on communication 192
Using technology to improve service during the consumer decision journey 193
Delivering service through electronic channels 205
Case study: Vail Resorts using apps to enhance the customer experience 208
10 The Importance of Service Recovery 213
Service recovery 215
The service recovery paradox 216
The service recovery process 217
The consequences of an effective recovery process 219
Guidelines for soliciting, tracking and handling complaints 223
Service guarantees 225
Case study: China s Hawaii : Climbing the curve of customer service 227
11 Promoting Customer Service Internally and Externally 235
Developing an integrated communications strategy for customer service 238
Managing service promises 240
Ethical issues in communication 249
Case Study: Thailand promoting medical tourism with a personal touch 250
12 Customer Service Training Handbook 257
Index 301
|
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| discipline | Wirtschaftswissenschaften |
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| illustrated | Illustrated |
| indexdate | 2024-07-10T00:28:35Z |
| institution | BVB |
| isbn | 9781908999344 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-025490130 |
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| physical | VIII, 304 S. Ill., graph. Darst. |
| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | Goodfellow Publ. |
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| spelling | Hudson, Simon Verfasser aut Customer service for hospitality and tourism Simon Hudson ; Louise Hudson Woodeaton Goodfellow Publ. 2013 VIII, 304 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Hotelgewerbe (DE-588)4072636-8 gnd rswk-swf Gaststättengewerbe (DE-588)4071601-6 gnd rswk-swf Tourismus (DE-588)4018406-7 gnd rswk-swf Kunde (DE-588)4114330-9 gnd rswk-swf Kunde (DE-588)4114330-9 s Tourismus (DE-588)4018406-7 s DE-604 Gaststättengewerbe (DE-588)4071601-6 s Hotelgewerbe (DE-588)4072636-8 s Hudson, Louise Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025490130&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hudson, Simon Hudson, Louise Customer service for hospitality and tourism Hotelgewerbe (DE-588)4072636-8 gnd Gaststättengewerbe (DE-588)4071601-6 gnd Tourismus (DE-588)4018406-7 gnd Kunde (DE-588)4114330-9 gnd |
| subject_GND | (DE-588)4072636-8 (DE-588)4071601-6 (DE-588)4018406-7 (DE-588)4114330-9 |
| title | Customer service for hospitality and tourism |
| title_auth | Customer service for hospitality and tourism |
| title_exact_search | Customer service for hospitality and tourism |
| title_full | Customer service for hospitality and tourism Simon Hudson ; Louise Hudson |
| title_fullStr | Customer service for hospitality and tourism Simon Hudson ; Louise Hudson |
| title_full_unstemmed | Customer service for hospitality and tourism Simon Hudson ; Louise Hudson |
| title_short | Customer service for hospitality and tourism |
| title_sort | customer service for hospitality and tourism |
| topic | Hotelgewerbe (DE-588)4072636-8 gnd Gaststättengewerbe (DE-588)4071601-6 gnd Tourismus (DE-588)4018406-7 gnd Kunde (DE-588)4114330-9 gnd |
| topic_facet | Hotelgewerbe Gaststättengewerbe Tourismus Kunde |
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