Includes index

"This bestselling and unique text explains not only the theory behind the importance of customer service but also acts a guide for those wishing to put this theory into practice. Updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural 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.

New material covers issues such as:

- the impact of the sharing economy and how hotels are getting 'social' to compete;
- the latest in technology and its impact on customer service including the use of Virtual Reality and robots
to enhance the traveller experience;
- new demographic and cultural shifts including a focus on emerging markets;
- new market trends - including the growth of spiritual tourism, innovations in the cruise industry, the influence
of social media, and the increase in culinary tourism;
- using big data to personalize experiences and encourage loyalty." -- Provided by publisher

Adult 0.00

Text in English