Tourist Customer Service Satisfaction

An Encounter Approach

Produkt bewerten

Uysal Muzaffer

▪Francis Noe

▪Vincent Magnini

Verlag:

Taylor & Francis

Unsere-Artikel-Nr.: P36166041

EAN: 9781138880719

Erhältlich:

Nicht auf Lager

Zustellung: Di, 01.09.2026

Versand: Kostenlos

-14.1 %

CHF 85.–

CHF 73.–

Beschreibung

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. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

Spezifikationen

Sprache

Englisch

Autor

Uysal Muzaffer
Francis Noe
Vincent Magnini

Zielgruppe

Postgraduate

Erscheinungsjahr

2015

Format

Buch (Softcover)

Anzahl Seiten