Customer service for hospitality and tourism
Hudson, Simon2013
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The 'whys' and 'hows' of customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more.
Main title:
Customer service for hospitality and tourism / Simon Hudson, Louise Hudson.
Author:
Imprint:
Oxford : Goodfellow Publishers, [2013]©2013
Collation:
vii, 304 pages : illustrations (black and white) ; 25 cm
Notes:
Includes QR codes.Includes bibliographical references and index.
ISBN:
9781908999344 (pbk)
Dewey class:
647.940688
Language:
English
BRN:
1610315
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