| 000 -LEADER |
|---|
| fixed length control field |
01163nam a2200169 a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20190520022758.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
140806s19uu xx 00 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781908999344 |
| 100 10 - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Hudson, Simon |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Customer service for hospitality and tourism / |
| Statement of responsibility, etc. |
Simon Hudson and Louise Hudson. |
| 260 0# - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Woodeaton, Oxford : |
| Name of publisher, distributor, etc. |
Goodfellow Publishers, |
| Date of publication, distribution, etc. |
2013. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
viii, 303 pages : illustration |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Introduction to customer service -- The financial and behavioral impacts of customer service -- Understanding the consumer -- 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 -- Promoting customer service internally and externally -- Customer service training handbook. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality industry |
| General subdivision |
Customer services |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Tourism |
| General subdivision |
Customer services |
| 852 ## - LOCATION |
|---|
| -- |
C&E |
| -- |
OLOPSC |
| -- |
2728.00Php |
