Tourist Customer Service Satisfaction di Francis Noe edito da Routledge
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Tourist Customer Service Satisfaction

An Encounter Approach

Editore:

Routledge

EAN:

9781138880719

ISBN:

113888071X

Pagine:
208
Formato:
Paperback
Lingua:
Inglese
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Descrizione Tourist Customer Service Satisfaction

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. 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. In doing so the book offers important insight into how employee - centric competitive advantage in this sector can be achieved in various markets.

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