{"product_id":"customer-service-in-tourism-and-hospitality-9781908999337","title":"Customer Service in Tourism and Hospitality","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eCustomer service is of critical importance for the for the tourism and hospitality sector now more than ever before as customers are looking to increase value for money and are less forgiving of mediocre service. However, despite its importance, quality customer service is the exception rather than the norm in many parts of the world.  ‘Customer Service for hospitality and tourism: the lost art’ is a unique text and vital to both students and practitioners as it 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 ‘hows’of customer service.  It is easy to read, very current, and 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.  Key features include:  •\tAn ‘At Your Service’ Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service.  •\tEach chapter contains a ‘Service Snapshot’ - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter.  •\tDetailed international  ‘Case Studies’, which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai. Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina. He has held previous academic positions at universities in Canada and England, and has worked as a visiting professor in Austria, Switzerland, Spain, Fiji, New Zealand, the United States, and Australia.  Louise Hudson is a freelance journalist living in South Carolina (www.tourismgurus.com). She has collaborated with Dr Hudson on many of his books and research projects and co-wrote Golf Tourism with him. Originally trained in journalism in England, she now writes for many publications including the LA Times, Dallas Morning News, Canada’s Globe and Mail and Dreamscapes Magazine, Calgary Sun, Calgary Herald and and BC Inn Focus magazine among others.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003eChapter 1: Introduction to customer service Customer service defined A history of customer service  The role of customer service  \tUnique characteristics of services \tServices marketing triangle \tThe services marketing mix  Customer service in the tourism and hospitality sector Cases: ‘At Your Service’ Spotlight: Walt Disney: a legacy of customer service Service Snapshot: Customer service at the Augusta Masters Case Study: The Lopesan Group, Gran Canaria, Spain  Chapter 2: The financial and behavioural consequences of customer service The relative importance of the service economy Impact of service on market share growth, prices and profits The service profit chain  The behavioural consequences of customer service The implications of poor customer service Cases:  ‘At Your Service’ Spotlight: Andrew Dunn, Scott Dunn Travel Service Snapshot: Jonathan Tisch, Loews Hotels Case Study: Profiting from fun in the Canadian Rockies   Chapter 3: Understanding the consumer  Consumer trends influencing service Customer expectations  The customer experience The importance of emotions in the service experience   Understanding cross-cultural differences Global trends in consumer behavior Cases: ‘At Your Service’ Spotlight: Joe Nevin – understanding needs of the traveling baby boomer Service Snapshot: Welcoming the world at the London Olympics Case Study: Bruce Poon Tip, G Adventures – understanding today’s traveler  Chapter 4: Developing and maintaining a service culture The link between culture and customer service Empowerment A marketing approach to human resources management (HRM) The importance of pride Dissemination of Marketing Information to Employees Implementation of a Reward and Recognition System Cases: ‘At Your Service’ Spotlight: Isadore Sharpe, Four Seasons Hotels \u0026amp; Resorts Service Snapshot: Renaissance Harbour View Hotel Hong Kong  Case Study: WestJet – a focus on employees  Chapter 5: Managing service encounters The employee role in delivering service Customer service training The customer role in delivering service \tCustomer-to-customer (C-to-C) interactions Enhancing customer participation ‘At Your Service’ Spotlight: Marcos Van Aken, Ten Travel, Red Carpet Destination Management Service, Tenerife Service Snapshot: Calgary International Airport: Connections that Make a Difference Case study: People Power at Fairmont Hotels \u0026amp; Resorts  Chapter 6: The importance of market research An introduction to research in tourism \u0026amp; hospitality The ‘gaps model’ of service quality Measuring service quality Importance-Performance Analysis; SERVQUAL; Comment Cards; Mystery shopping; Critical incidents studies; Lost customer research; Online research Common research errors Using market research to make decisions ‘At Your Service’ Spotlight: Simply the ‘Best’!  Service Snapshot: Checking out the competition  Case Study: Enterprise Car Rentals: Driving complete customer satisfaction  Chapter 7: Building and maintaining customer relationships Relationship marketing Retention strategies  Loyalty programs in tourism \u0026amp; hospitality Benefits of relationship marketing  Targeting profitable customers At Your Service Spotlight: Wine for dudes: where customer service is king! Service Snapshot: Legends Golf \u0026amp; Safari Resort, South Africa Case Study: Service excellence at the Sheraton Suites Calgary Eau Claire  Chapter 8: Providing customer service through the servicescape Elements of the servicescape The strategic role of physical evidence in delivering service Developing servicescapes Themed servicescapes The effect of servicescapes on consumer behaviour Waiting line strategies ‘At Your Service’ Spotlight: Hospitality Starbucks-style  Service Snapshot: Incheon Airport: First and last impressions Case Study: Attention to detail at Cavas Wine Lodge, Argentina \t Chapter 9: The impact of technology on customer service  The impact of technological developments on communication Using technology to improve service during the consumer decision journey  Advantages and disadvantages of delivering service through electronic channels ‘At Your Service’ Spotlight: Simon Bradley, Virgin Atlantic Airways Service Snapshot: Barbados leveraging social media to attract medical tourists Case Study: Vail Resorts using apps to enhance the customer experience  Chapter 10: The importance of service recovery Service recovery The service recovery paradox The service recovery process The consequences of an effective recovery process Guidelines for tracking and handling complaints Service guarantees ‘At Your Service’ Spotlight: TBA Service Snapshot: Recovery via social media Case Study: China’s ‘Hawaii’: Climbing the curve of customer service   Chapter 11: Promoting customer service internally and externally Developing an integrated communications strategy for service Managing service promises  Ethical issues pertaining to customer service At Your Service’ Spotlight: From Russia with love Service Snapshot: Thailand promoting medical tourism with a personal touch Case Study: Behind the scenes at the Burj Al Arab courtesy of The Discovery Channel  Chapter 12: Customer service training handbook The handbook has a number of structured activities and each exercise is accompanied by a facilitator’s guide that a trainer can follow (with an explanation of their purpose and learning outcomes).","brand":"Goodfellow Publishers Limited","offers":[{"title":"Default Title","offer_id":51535546909015,"sku":"9781908999337","price":99.75,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781908999337.jpg?v=1755862108","url":"https:\/\/bookcurl.com\/products\/customer-service-in-tourism-and-hospitality-9781908999337","provider":"Book Curl","version":"1.0","type":"link"}