Trade tales :: decoding customers' stories /
To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original fir...
Gespeichert in:
| Weitere Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
[Bingley, UK] :
Emerald Publishing,
2018.
|
| Ausgabe: | First edition. |
| Schriftenreihe: | Advances in culture, tourism and hospitality research ;
v. 14. |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive. |
| Beschreibung: | 1 online resource |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9781787142787 1787142787 |
Internformat
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| 245 | 0 | 0 | |a Trade tales : |b decoding customers' stories / |c edited by Arch G. Woodside. |
| 250 | |a First edition. | ||
| 264 | 1 | |a [Bingley, UK] : |b Emerald Publishing, |c 2018. | |
| 300 | |a 1 online resource | ||
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| 490 | 1 | |a Advances in culture, tourism and hospitality research ; |v v. 14 | |
| 588 | 0 | |a Online resource; title from PDF title page (EBSCO, viewed November 16, 2017). | |
| 504 | |a Includes bibliographical references and index. | ||
| 520 | |a To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive. | ||
| 505 | 0 | 0 | |g Machine generated contents note: |g ch. 1 |t Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / |r Tzung-Cheng (T.C.) Huan -- |g ch. 2 |t It Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / |r Tzung-Cheng (T.C.) Huan -- |g ch. 3 |t Hot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / |r Tzung-Cheng (T.C.) Huan -- |g ch. 4 |t Challenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / |r Tzung-Cheng (T.C.) Huan -- |g ch. 5 |t Why Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / |r Tzung-Cheng (T.C.) Huan -- |g ch. 6 |t Missing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / |r Tzung-Cheng (T.C.) Huan -- |g ch. 7 |t Decision-Making In Public Hospital During Economic Crisis / |r Tzung-Cheng (T.C.) Huan -- |g ch. 8 |t Show Must Go On! Resolving Customer Complaints In Events Management / |r Tzung-Cheng (T.C.) Huan -- |g ch. 9 |t Mistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / |r Tzung-Cheng (T.C.) Huan -- |g ch. 10 |t Transaction Error: Supplier's Mistake In the Transaction / |r Tzung-Cheng (T.C.) Huan -- |g ch. 11 |t Medical Insurance Mayhem: One Woman's Struggle for Information / |r Rouxelle De Villiers -- |g ch. 12 |t If It Ain't Broke: Resolving Customer Complaints In Hospitality Management / |r Rouxelle De Villiers -- |g ch. 13 |t Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / |r Rouxelle De Villiers -- |g ch. 14 |t Clean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / |r Rouxelle De Villiers -- |g ch. 15 |t Once and Future Fastfood King Resolving Customer Complaints In Hospitality Management / |r Rouxelle De Villiers -- |g ch. 16 |t If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / |r Po-Ju Chen -- |g ch. 17 |t To Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / |r Po-Ju Chen -- |g ch. 18 |t Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / |r Po-Ju Chen -- |g ch. 19 |t Out of Soup: Resolving Customer Complaints In Hospitality Management / |r Po-Ju Chen -- |g ch. 20 |t Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / |r Po-Ju Chen -- |g ch. 21 |t Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / |r Po-Ju Chen -- |g ch. 22 |t Front-Desk Agents Versus Flight Attendants -- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / |r Po-Ju Chen -- |g ch. 23 |t When In Rome -- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / |r Po-Ju Chen -- |g ch. 24 |t Life Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / |r Po-Ju Chen -- |g ch. 25 |t Strike Three. You're Out! Service Recovery In Retail Banking Services / |r Po-Ju Chen -- |g ch. 26 |t Noname Nightmare: Resolving Customer Complaints In Hospitality Management / |r Rouxelle De Villiers. |
| 650 | 0 | |a Tourism |x Research. | |
| 650 | 0 | |a Customer services |x Research. | |
| 650 | 0 | |a Customer relations |x Management. |0 http://id.loc.gov/authorities/subjects/sh2007005453 | |
| 650 | 6 | |a Service à la clientèle |x Recherche. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industries |x General. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industries |x Hospitality, Travel & Tourism. |2 bisacsh | |
| 650 | 7 | |a Customer relations |x Management |2 fast | |
| 650 | 7 | |a Customer services |x Research |2 fast | |
| 650 | 7 | |a Tourism |x Research |2 fast | |
| 700 | 1 | |a Woodside, Arch G., |e editor. |0 http://id.loc.gov/authorities/names/n50013173 | |
| 758 | |i has work: |a Trade tales (Text) |1 https://id.oclc.org/worldcat/entity/E39PCGkMtPXrbRDRyKvbMkm3HC |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 830 | 0 | |a Advances in culture, tourism and hospitality research ; |v v. 14. |0 http://id.loc.gov/authorities/names/no2010023314 | |
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Datensatz im Suchindex
| DE-BY-FWS_katkey | ZDB-4-EBU-on1009074811 |
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| adam_text | |
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| author_GND | http://id.loc.gov/authorities/names/n50013173 |
| author_additional | Tzung-Cheng (T.C.) Huan -- Rouxelle De Villiers -- Po-Ju Chen -- Rouxelle De Villiers. |
| author_facet | Woodside, Arch G. |
| building | Verbundindex |
| bvnumber | localFWS |
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| contents | Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / It Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / Hot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / Challenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / Why Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / Missing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / Decision-Making In Public Hospital During Economic Crisis / Show Must Go On! Resolving Customer Complaints In Events Management / Mistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / Transaction Error: Supplier's Mistake In the Transaction / Medical Insurance Mayhem: One Woman's Struggle for Information / If It Ain't Broke: Resolving Customer Complaints In Hospitality Management / Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / Clean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / Once and Future Fastfood King Resolving Customer Complaints In Hospitality Management / If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / To Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / Out of Soup: Resolving Customer Complaints In Hospitality Management / Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / Front-Desk Agents Versus Flight Attendants -- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / When In Rome -- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / Life Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / Strike Three. You're Out! Service Recovery In Retail Banking Services / Noname Nightmare: Resolving Customer Complaints In Hospitality Management / |
| ctrlnum | (OCoLC)1009074811 |
| dewey-full | 338.4/791 |
| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 338 - Production |
| dewey-raw | 338.4/791 |
| dewey-search | 338.4/791 |
| dewey-sort | 3338.4 3791 |
| dewey-tens | 330 - Economics |
| discipline | Wirtschaftswissenschaften |
| edition | First edition. |
| format | Electronic eBook |
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| id | ZDB-4-EBU-on1009074811 |
| illustrated | Not Illustrated |
| indexdate | 2024-11-26T14:49:29Z |
| institution | BVB |
| isbn | 9781787142787 1787142787 |
| language | English |
| oclc_num | 1009074811 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource |
| psigel | ZDB-4-EBU |
| publishDate | 2018 |
| publishDateSearch | 2018 |
| publishDateSort | 2018 |
| publisher | Emerald Publishing, |
| record_format | marc |
| series | Advances in culture, tourism and hospitality research ; |
| series2 | Advances in culture, tourism and hospitality research ; |
| spelling | Trade tales : decoding customers' stories / edited by Arch G. Woodside. First edition. [Bingley, UK] : Emerald Publishing, 2018. 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Advances in culture, tourism and hospitality research ; v. 14 Online resource; title from PDF title page (EBSCO, viewed November 16, 2017). Includes bibliographical references and index. To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive. Machine generated contents note: ch. 1 Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / Tzung-Cheng (T.C.) Huan -- ch. 2 It Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 3 Hot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 4 Challenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 5 Why Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 6 Missing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 7 Decision-Making In Public Hospital During Economic Crisis / Tzung-Cheng (T.C.) Huan -- ch. 8 Show Must Go On! Resolving Customer Complaints In Events Management / Tzung-Cheng (T.C.) Huan -- ch. 9 Mistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 10 Transaction Error: Supplier's Mistake In the Transaction / Tzung-Cheng (T.C.) Huan -- ch. 11 Medical Insurance Mayhem: One Woman's Struggle for Information / Rouxelle De Villiers -- ch. 12 If It Ain't Broke: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers -- ch. 13 Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / Rouxelle De Villiers -- ch. 14 Clean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers -- ch. 15 Once and Future Fastfood King Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers -- ch. 16 If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / Po-Ju Chen -- ch. 17 To Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / Po-Ju Chen -- ch. 18 Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / Po-Ju Chen -- ch. 19 Out of Soup: Resolving Customer Complaints In Hospitality Management / Po-Ju Chen -- ch. 20 Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / Po-Ju Chen -- ch. 21 Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / Po-Ju Chen -- ch. 22 Front-Desk Agents Versus Flight Attendants -- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / Po-Ju Chen -- ch. 23 When In Rome -- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / Po-Ju Chen -- ch. 24 Life Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / Po-Ju Chen -- ch. 25 Strike Three. You're Out! Service Recovery In Retail Banking Services / Po-Ju Chen -- ch. 26 Noname Nightmare: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers. Tourism Research. Customer services Research. Customer relations Management. http://id.loc.gov/authorities/subjects/sh2007005453 Service à la clientèle Recherche. BUSINESS & ECONOMICS Industries General. bisacsh BUSINESS & ECONOMICS Customer Relations. bisacsh BUSINESS & ECONOMICS Industries Hospitality, Travel & Tourism. bisacsh Customer relations Management fast Customer services Research fast Tourism Research fast Woodside, Arch G., editor. http://id.loc.gov/authorities/names/n50013173 has work: Trade tales (Text) https://id.oclc.org/worldcat/entity/E39PCGkMtPXrbRDRyKvbMkm3HC https://id.oclc.org/worldcat/ontology/hasWork Advances in culture, tourism and hospitality research ; v. 14. http://id.loc.gov/authorities/names/no2010023314 FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1423728 Volltext |
| spellingShingle | Trade tales : decoding customers' stories / Advances in culture, tourism and hospitality research ; Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / It Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / Hot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / Challenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / Why Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / Missing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / Decision-Making In Public Hospital During Economic Crisis / Show Must Go On! Resolving Customer Complaints In Events Management / Mistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / Transaction Error: Supplier's Mistake In the Transaction / Medical Insurance Mayhem: One Woman's Struggle for Information / If It Ain't Broke: Resolving Customer Complaints In Hospitality Management / Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / Clean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / Once and Future Fastfood King Resolving Customer Complaints In Hospitality Management / If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / To Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / Out of Soup: Resolving Customer Complaints In Hospitality Management / Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / Front-Desk Agents Versus Flight Attendants -- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / When In Rome -- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / Life Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / Strike Three. You're Out! Service Recovery In Retail Banking Services / Noname Nightmare: Resolving Customer Complaints In Hospitality Management / Tourism Research. Customer services Research. Customer relations Management. http://id.loc.gov/authorities/subjects/sh2007005453 Service à la clientèle Recherche. BUSINESS & ECONOMICS Industries General. bisacsh BUSINESS & ECONOMICS Customer Relations. bisacsh BUSINESS & ECONOMICS Industries Hospitality, Travel & Tourism. bisacsh Customer relations Management fast Customer services Research fast Tourism Research fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh2007005453 |
| title | Trade tales : decoding customers' stories / |
| title_alt | Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / It Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / Hot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / Challenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / Why Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / Missing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / Decision-Making In Public Hospital During Economic Crisis / Show Must Go On! Resolving Customer Complaints In Events Management / Mistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / Transaction Error: Supplier's Mistake In the Transaction / Medical Insurance Mayhem: One Woman's Struggle for Information / If It Ain't Broke: Resolving Customer Complaints In Hospitality Management / Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / Clean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / Once and Future Fastfood King Resolving Customer Complaints In Hospitality Management / If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / To Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / Out of Soup: Resolving Customer Complaints In Hospitality Management / Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / Front-Desk Agents Versus Flight Attendants -- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / When In Rome -- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / Life Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / Strike Three. You're Out! Service Recovery In Retail Banking Services / Noname Nightmare: Resolving Customer Complaints In Hospitality Management / |
| title_auth | Trade tales : decoding customers' stories / |
| title_exact_search | Trade tales : decoding customers' stories / |
| title_full | Trade tales : decoding customers' stories / edited by Arch G. Woodside. |
| title_fullStr | Trade tales : decoding customers' stories / edited by Arch G. Woodside. |
| title_full_unstemmed | Trade tales : decoding customers' stories / edited by Arch G. Woodside. |
| title_short | Trade tales : |
| title_sort | trade tales decoding customers stories |
| title_sub | decoding customers' stories / |
| topic | Tourism Research. Customer services Research. Customer relations Management. http://id.loc.gov/authorities/subjects/sh2007005453 Service à la clientèle Recherche. BUSINESS & ECONOMICS Industries General. bisacsh BUSINESS & ECONOMICS Customer Relations. bisacsh BUSINESS & ECONOMICS Industries Hospitality, Travel & Tourism. bisacsh Customer relations Management fast Customer services Research fast Tourism Research fast |
| topic_facet | Tourism Research. Customer services Research. Customer relations Management. Service à la clientèle Recherche. BUSINESS & ECONOMICS Industries General. BUSINESS & ECONOMICS Customer Relations. BUSINESS & ECONOMICS Industries Hospitality, Travel & Tourism. Customer relations Management Customer services Research Tourism Research |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1423728 |
| work_keys_str_mv | AT woodsidearchg tradetalesdecodingcustomersstories |