Tourist Customer Service Satisfaction: An Encounter Approach

Tourist Customer Service Satisfaction: An Encounter Approach (Hardcover)

By Francis P Noe , Muzaffer Uysal , Vincent P Magnini 
Publisher: Routledge
Edition: Hardcover
Language: English
ISBN: 0415578043
EAN: 9780415578042
No. of Units: 1
No. of Pages: 193
Publish Date: 2010-07-22
Binding: Hardcover
Ships to India.

Description

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider's role performance. The book uses encounter theory to examine the customer - provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature.
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Specification

Title: Tourist Customer Service Satisfaction: An Encounter Approach
Publisher: Routledge
Author: Francis P Noe , Muzaffer Uysal , Vincent P Magnini
Edition: Hardcover
Language: English
ISBN: 0415578043
EAN: 9780415578042
No. of Units: 1
No. of Pages: 193
Publish Date: 2010-07-22
Binding: Hardcover

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