Customer Service for Hospitality and Tourism

A fully revised and updated new edition of this bestselling and unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. It is easy to read, current, and full of references to the latest research, and chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, 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, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector.

Format: Hardback
Length: 324 pages
Publication date: 20 March 2022
Publisher: Goodfellow Publishers Limited

This bestselling and unique text provides a comprehensive explanation of the theory and practical application of customer service. It serves as a guidebook for individuals seeking to implement this theory in their organizations. In essence, it delves into the "whys" and "hows" of customer service, offering a comprehensive understanding of its significance.

Fully updated with current statistics, trends, and examples, the book is rich with references to the latest research from both academic and practitioner literature. The chapters cover a wide range of important topics, including the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and sustaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.

The third edition of this book, like its predecessors, is designed to be accessible and engaging, making it suitable for readers of all backgrounds. It is highly current, with chapters covering relevant topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and sustaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.

In addition to its theoretical insights, the third edition of this book pays special attention to the COVID-19 pandemic and its impact on customer service in the tourism and hospitality sector. This sector was particularly affected by the crisis, and the book offers valuable insights into how organizations can adapt and thrive in this challenging environment.

Overall, this bestselling and unique text is an essential resource for anyone interested in improving customer service and achieving organizational success. Its comprehensive coverage of the theory and practical application of customer service makes it a valuable tool for professionals, students, and business owners alike.

Dimension: 246 x 189 (mm)
ISBN-13: 9781915097132
Edition number: 3 ed