MARC record from Internet Archive

LEADER: 05824cam 2200661M 4500
001 ocn858699529
003 OCoLC
005 20211008230627.0
008 130210s2012 xx ob 001 0 eng d
006 m o d
007 cr |n|||||||||
040 $aCNSPO$beng$epn$cCNSPO$dOCLCO$dOCLCF$dEBLCP$dN$T$dYDXCP$dDEBSZ$dCQ$$dIDEBK$dCDX$dORE$dG7G$dOCLCQ$dMERUC$dOCLCQ
019 $a823284217$a823723701$a828101430
020 $a1908999357$q(electronic bk.)
020 $a9781908999351$q(electronic bk.)
020 $a9781908999344
020 $a1908999349
020 $a1283855682
020 $a9781283855686
035 $a(OCoLC)858699529$z(OCoLC)823284217$z(OCoLC)823723701$z(OCoLC)828101430
050 4 $aTX911.3.C8$bH83 2013
072 7 $aBUS$x060000$2bisacsh
072 7 $aKNSH$2bicssc
082 04 $a647.94068$223
245 00 $aCustomer Service for Hospitality and Tourism.
260 $bGoodfellow Pub Ltd$c2012.
300 $a1 online resource (1 volume)
336 $atext$btxt$2rdacontent
337 $acomputer$bc$2rdamedia
338 $aonline resource$bcr$2rdacarrier
588 0 $aPrint version record.
505 0 $a1Introduction to Customer Service; _GoBack; Customer service defined; A history of customer service; The role of customer service; The marketing mix for services; Customer service in the tourism and hospitality sector; Case study: The Lopesan Group, Gran Canaria, Spain; 2The Financial and Behavioral Impacts of Customer Service; The relative importance of the service economy; Impact of service quality on market share growth, prices and profits; The behavioral consequences of customer service; The service profit chain; Offensive and defensive marketing effects of service.
505 8 $aThe financial implications of poor customer serviceCase Study: Profiting from fun in the Canadian Rockies; 3Understanding the Consumer; Customer expectations; The customer experience; The importance of emotions in the service experience; Understanding cross-cultural differences; Global trends in consumer behaviour; Case Study: Bruce Poon Tip, G Adventures -- understanding today's traveller; 4Developing and Maintaining a Service Culture; Internal marketing; Establishment of a service culture; The importance of empowerment; Development of a marketing approach to human resource management.
505 8 $aDissemination of marketing information to employeesImplementation of a reward and recognition system; Case Study: WestJet Airlines: Fostering a caring culture; 5Managing Service Encounters; The employee role in delivering service; Customer service training; The customer role in delivering service; Case study: People Power at Fairmont Hotels & Resorts; 6The Importance of Market Research; An introduction to research in tourism and hospitality; The Gaps model of service quality; Measuring service quality; Common research errors; Effective use of market research in decision making.
505 8 $aCase Study: Enterprise Rent-A-Car: Driving complete customer satisfaction7Building and Maintaining Customer Relationships; Relationship marketing; Retention strategies; Loyalty programs in tourism and hospitality; Benefits of relationship marketing; Targeting profitable customers; Case Study: Service excellence at the Sheraton Suites Calgary Eau Claire; 8Providing Customer Service through the Servicescape; Elements of the servicescape; The strategic role of the servicescape in delivering service; Developing servicescapes; The effect of servicescapes on consumer behaviour.
505 8 $aWaiting line strategiesCase Study: Attention to detail at Cavas Wine Lodge, Argentina; 9The Impact of Technology on Customer Service; The impact of technological developments on communication; Using technology to improve service during the consumer decision journey; Delivering service through electronic channels; Case study: Vail Resorts using apps to enhance the customer experience; 10The Importance of Service Recovery; Service recovery; The service recovery paradox; The service recovery process; The consequences of an effective recovery process.
520 $aProvides 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.
504 $aIncludes bibliographical references and index.
650 0 $aHospitality industry$xCustomer services.
650 7 $aBUSINESS & ECONOMICS$xSmall Business.$2bisacsh
650 7 $aHospitality industry$xCustomer services.$2fast$0(OCoLC)fst00961131
655 4 $aElectronic books.
776 08 $iPrint version:$tCustomer Service for Hospitality and Tourism.$dGoodfellow Pub Ltd 2012$z9781908999344$z1908999349
856 40 $3Dawsonera$uhttp://www.dawsonera.com/depp/reader/protected/external/AbstractView/S9781908999351
856 40 $3EBSCOhost$uhttps://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=520478
856 40 $3MyiLibrary$uhttp://www.myilibrary.com?id=416818
856 40 $3ProQuest Ebook Central$uhttps://public.ebookcentral.proquest.com/choice/publicfullrecord.aspx?p=1103942
856 41 $3MyiLibrary, Table of contents$uhttp://www.myilibrary.com?id=416818&ref=toc
938 $aCoutts Information Services$bCOUT$n24359219$c29.99 GBP
938 $aEBL - Ebook Library$bEBLB$nEBL1103942
938 $aEBSCOhost$bEBSC$n520478
938 $aProQuest MyiLibrary Digital eBook Collection$bIDEB$n416818
938 $aYBP Library Services$bYANK$n9959096
029 1 $aAU@$b000052917958
029 1 $aDEBSZ$b397452926
029 1 $aNZ1$b14838632
994 $aZ0$bP4A
948 $hNO HOLDINGS IN P4A - 71 OTHER HOLDINGS