Tourist Customer Service Satisfaction : an Encounter Approach.

Tourist Customer Service Satisfaction : an Encounter Approach.

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books wh...

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Bibliographic Details
Main Author: Noe, Francis P.
Other Authors: Uysal, Muzaffer, Magnini, Vincent P.
Format: eBook
Language:English
Published: Hoboken : Taylor & Francis, 2010.
Series:Advances in Tourism
Subjects:
Tourism > Management.
Hospitality industry > Management.
Hospitality industry > Management
Tourism > Management
Online Access:Click for online access
Table of Contents:
  • Book Cover; Title; Copyright; Contents; About the authors; Introduction; 1 Defining encounter theory; 2 Encountering interactive roles; 3 Knowing the travel customer's role; 4 Managing the travel situation; 5 Positioning the travel provider; 6 Appealing to the travel and provider roles; 7 Nuances of interpersonal interactions; 8 Going beyond satisfaction to loyalty; 9 Where do we go from here?; Bibliography; Index.

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