| Contents |
1Introduction 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. |
| Contents |
The financial implications of poor customer service; Case 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. |
| Contents |
Dissemination of marketing information to employees Implementation 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. |
| Contents |
Case Study: Enterprise Rent-A-Car: Driving complete customer satisfaction; 7Building 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. |
| Contents |
Waiting line strategies; Case 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. |
| Abstract |
Provides 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. |
| Bibliography note | Includes bibliographical references and index. |
| Source of description | Print version record. |
| Issued in other form | Print version: Customer Service for Hospitality and Tourism. Goodfellow Pub Ltd 2012 9781908999344 1908999349 |
| Genre/form | Electronic books. |
| ISBN | 1908999357 (electronic bk.) |
| ISBN | 9781908999351 (electronic bk.) |
| ISBN | 9781908999344 |
| ISBN | 1908999349 |
| ISBN | 1283855682 |
| ISBN | 9781283855686 |
