Customer Service for Hospitality and Tourism by Simon Hudson (English) Hardcover

Description: FREE SHIPPING UK WIDE Customer Service for Hospitality and Tourism by Simon Hudson, Louise Hudson A fully updated new edition of this bestselling text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. With 10 new international cases focusing on how some in the hospitality sector have adapted – and thrived - during the COVID-19 pandemic. FORMAT Hardcover LANGUAGE English CONDITION Brand New Publisher Description A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the whys and howsof customer service.Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. 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 maintainingcustomer 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.The third edition of this book – like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral 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. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector – a sector that was impacted more than any other due to the crisis.In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted – and even thrived - during the COVID-19 pandemic. Author Biography Center of Economic Excellence (CoEE) Endowed Chair in Tourism and Economic Development, College of Hospitality, Retail and Sport Management, Table of Contents THIRD EDITION CONTENTSChapter 1: Introduction to customer serviceCustomer service definedA history of customer serviceThe role of customer serviceUnique characteristics of servicesServices marketing triangleThe marketing mix for servicesCustomer service in the tourism and hospitality sectorCases:At Your Service Spotlight: Walt Disney: A legacy of customer serviceService Snapshot: Customer service at the Augusta MastersCase Study: The Lopesan Group, Gran Canaria, SpainChapter 2: The financial and behavioural consequences of customer serviceThe relative importance of the service economyImpact of service quality on market share growth, prices and profitsThe behavioural consequences of customer serviceThe service profit chainOffensive and defensive marketing effects of serviceThe financial implications of poor customer serviceCases:At Your Service Spotlight: Andrew Dunn, Scott Dunn TravelService Snapshot: Jonathan Tisch, Loews Hotels & ResortsCase Study: Profiting from culinary tourism in Stellenbosch, South AfricaChapter 3: Understanding the consumerCustomer expectationsThe customer experienceThe importance of emotions in the service experienceUnderstanding cross-cultural differencesGlobal trends in consumer behaviorCases:At Your Service Spotlight: The Maldives – pivoting in response to a pandemicService Snapshot: Cruise industry responding to changing consumer tastesCase Study: Bruce Poon Tip, G Adventures – understanding todays travelerChapter 4: Developing and maintaining a service cultureInternal marketingEstablishment of a service cultureThe Importance of EmpowermentDevelopment of a marketing approach to human resource managementDissemination of marketing information to employeesImplementation of a reward and recognition systemCases:At Your Service Spotlight: Isadore Sharpe, Four Seasons Hotels & ResortsService Snapshot: WestJet – fostering a caring cultureCase Study: Micato Safaris – simply the best in the world!Chapter 5: Managing service encountersThe employee role in delivering serviceCustomer service trainingThe customer role in delivering serviceCustomer-to-customer (C-to-C) interactionsEnhancing customer participationCases:At Your Service Spotlight: Marcos Van Aken, Ten Travel, TenerifeService Snapshot: Steamboat Springs training for service excellenceCase study: Hotels getting social to compete with the sharing economyChapter 6: The importance of market researchAn introduction to research in tourism & hospitalityThe gaps model of service qualityMeasuring service qualityImportance-Performance Analysis; SERVQUAL; Comment Cards; Mystery shopping; Critical incidents studies; Lost customer research; Online researchCommon research errorsEffective use of market research in decision makingCases:At Your Service Spotlight: Developing hospitality leaders of the future at the Hotel ICON, Hong KongService Snapshot: Qualtrics going above and beyond to wow conference delegatesCase Study: Martinhal in Portugal – staying sensitive to the consumerChapter 7: Building and maintaining customer relationshipsRelationship marketingRetention strategiesLoyalty programs in tourism & hospitalityBenefits of relationship marketingTargeting profitable customersCases:At Your Service Spotlight: Developing loyal customers post-pandemic at Bucuti & Tara in ArubaService Snapshot: Spotting a pandemic opportunityCase Study: African-American Travelers an increasingly profitable marketChapter 8: Providing customer service through the servicescapeElements of the servicescapeThe strategic role of the servicescape in delivering serviceDeveloping servicescapesThemed servicescapesThe effect of servicescapes on consumer behaviourWaiting line strategiesCOVID-19 and the servicescapeCases:At Your Service Spotlight: Hospitality Starbucks-styleService Snapshot: Incheon Airport: First and last impressionsCase Study: Attention to detail at Cavas Wine Lodge, ArgentinaChapter 9: The impact of technology on customer serviceThe impact of technological developments on tourism and hospitalityUsing technology to improve service during the consumer decision journeyDelivering service through electronic and robotic channelsCases:At Your Service Spotlight: Leveraging social media at Bonnaroo Music FestivalService Snapshot: Employing virtual reality to enhance the customer experienceCase Study: Vail Resorts using apps to capture memories on the mountainChapter 10: The importance of service recoveryService recoveryThe service recovery paradoxThe service recovery processThe consequences of an effective recovery processGuidelines for soliciting, tracking and handling complaintsService guaranteesCases:At Your Service Spotlight: Paul Hudson - solving problems for travelersService Snapshot: Social media listening aids service recoveryCase Study: Adaptability key to pandemic recovery for Australias tourism industryChapter 11: Promoting customer service internally and externallyDeveloping an integrated communications strategy for customer serviceManaging service promisesEthical issues in communicationCases:At Your Service Spotlight: Serving up a dream in CasablancaService Snapshot: Customer service Kobe-styleCase Study: Promoting the spirit of Indiandex Long Description A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the whys and howsof customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. 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.The third edition of this book - like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral 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. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector - a sector that was impacted more than any other due to the crisis.In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted - and even thrived - during the COVID-19 pandemic. Description for Sales People * Fully revised and updated new edition;* Pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector - a sector that was impacted more than any other due to the crisis. * Provides the whys and hows of customer service;* Easy to read with thorough pedagogic structure, very current, and full of references to all the latest research;* Contains 10 new international cases from that focus on how individuals or organizations in the sector have adapted -and even thrived - during the COVID-19 pandemic. Details ISBN1915097134 Author Louise Hudson Language English Year 2022 Edition 3rd ISBN-10 1915097134 ISBN-13 9781915097132 Format Hardcover Pages 324 Publisher Goodfellow Publishers Limited Imprint Goodfellow Publishers Limited Place of Publication Oxford Country of Publication United Kingdom Illustrations 40 Figures Publication Date 2022-03-20 AU Release Date 2022-03-20 NZ Release Date 2022-03-20 UK Release Date 2022-03-20 Edition Description 3rd edition Replaces 9781911396451 Alternative 9781915097149 DEWEY 338.4791 Audience Professional & Vocational Replaced by 9781917433112 We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! 30 DAY RETURN POLICY No questions asked, 30 day returns! FREE DELIVERY No matter where you are in the UK, delivery is free. 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