http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
Customer service for hospitality and tourism
1 online resource ( viii, 304 pages) : illustrations.
Introduction to customer service -- The financial and behavioral impacts of customer service -- Understanding the consumer -- 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 -- Promoting customer service internally and externally -- Customer service training handbook.
Includes bibliographical references and index.
Woodeaton, Oxford : Goodfellow Publishers, 2013