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: Paperback / softback
Length: 324 pages
Publication date: 20 March 2022
Publisher: Goodfellow Publishers Limited

This bestselling and unique text provides a comprehensive explanation of the theory behind the importance of customer service, offering practical guidance for those seeking to implement it. It serves as a comprehensive guide, covering the "whys" and "hows" of customer service in essence. The third edition of this book has been thoroughly revised and updated, incorporating current statistics, trends, and examples to ensure its relevance. It is packed with references to the latest research from both academic and practitioner literature, covering key 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 significance of market research, building and sustaining customer relationships, providing exceptional customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.

Moreover, the third edition pays special attention to the COVID-19 pandemic and its impact on customer service in the tourism and hospitality sector, which was particularly affected by the crisis. The book is designed to be easy to read, highly current, and extensively referenced, making it an invaluable resource for professionals and students alike. Whether you are a business owner, manager, or customer service representative, this book will help you enhance your understanding of customer service and its critical role in achieving success.

Weight: 646g
Dimension: 189 x 246 x 23 (mm)
ISBN-13: 9781915097149
Edition number: 3 ed