TY  - BOOK
AU  - Hudson,Simon
TI  - Customer service for hospitality and tourism
SN  - 9781908999344
PY  - 2013///
CY  - Woodeaton, Oxford
PB  - Goodfellow Publishers
KW  - Hospitality industry
KW  - Customer services
KW  - Tourism
N1  - 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
ER  -