Hudson, Simon <br/><br/>
Customer service for hospitality and tourism / 
Simon Hudson and Louise Hudson. 
 - Woodeaton, Oxford :  Goodfellow Publishers,  2013. 
 - viii, 303 pages : illustration 
<br/><br/> 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. 
<br/><br/><label>ISBN: </label>9781908999344 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality industry--Customer services<br/>Tourism--Customer services