Описание: This book analyzes the impact of the digital economy on customer satisfaction, shopping experience, resistance to change, script theory, and loyalty.
Автор: Noe Francis, Uysal Muzaffer Название: Tourist Customer Service Satisfaction: An Encounter Approach ISBN: 113888071X ISBN-13(EAN): 9781138880719 Издательство: Taylor&Francis Рейтинг: Цена: 7042.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание:
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 which focus on the detailed specifics of the social exchange and interaction between the service provider and customer.
Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider's role performance. The book uses encounter theory to examine the customer - provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee - centric competitive advantage in this sector can be achieved in various markets.
This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.
Автор: Berners, Philip (edge Hotel School, University Of Essex, Uk) Martin, Adrian Название: Practical guide to achieving customer satisfaction in events and hotels ISBN: 0367723875 ISBN-13(EAN): 9780367723873 Издательство: Taylor&Francis Рейтинг: Цена: 19906.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the 4th title in the Routledge series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.
Автор: Berners, Philip (edge Hotel School, University Of Essex, Uk) Martin, Adrian Название: Practical guide to achieving customer satisfaction in events and hotels ISBN: 0367723859 ISBN-13(EAN): 9780367723859 Издательство: Taylor&Francis Рейтинг: Цена: 5358.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the 4th title in the Routledge series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.
Автор: Jacka, J.mike Keller, Paulette J. Название: Business process mapping workbook ISBN: 0470446285 ISBN-13(EAN): 9780470446287 Издательство: Wiley Рейтинг: Цена: 6178.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: A holistic approach to harnessing a company`s processes to achieve true customer satisfaction Every move that a corporation makes is a mixture of input, action, and output-in short, a process. To keep customers, employees, and shareholders happy, corporate management must juggle conflicting priorities.
Автор: Waite, Andrew Название: A Practical Guide to Call Center Technology ISBN: 1578200946 ISBN-13(EAN): 9781578200948 Издательство: Taylor&Francis Рейтинг: Цена: 7195.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Автор: Bodin, Madeline Название: Maximizing Call Center Performance ISBN: 1578200261 ISBN-13(EAN): 9781578200269 Издательство: Taylor&Francis Рейтинг: Цена: 4286.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Автор: Laws, Eric Название: Hospitality, Tourism, and Lifestyle Concepts ISBN: 0789027542 ISBN-13(EAN): 9780789027542 Издательство: Taylor&Francis Рейтинг: Цена: 22202.00 р. Наличие на складе: Нет в наличии.
Автор: Laws, Eric Название: Hospitality, Tourism, and Lifestyle Concepts ISBN: 0789027550 ISBN-13(EAN): 9780789027559 Издательство: Taylor&Francis Рейтинг: Цена: 8573.00 р. Наличие на складе: Нет в наличии.
Автор: Stauss, Bernd Seidel, Wolfgang Название: Effective complaint management ISBN: 3319987046 ISBN-13(EAN): 9783319987040 Издательство: Springer Рейтинг: Цена: 12577.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Further, it discusses the relevant `backstage` tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Автор: Virginia Murphy-Berman Название: Enhancing Satisfaction in Travel: Overcoming Obstacles to Joy ISBN: 1949443213 ISBN-13(EAN): 9781949443219 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 4012.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Why do so many of us love to travel? What does travel at its best offer? What causes us to be disappointed sometimes in our trips, and how can people in the travel industry work with us to prevent such disappointment and promote optimal travel experiences?As a clinical psychologist and an avid traveller, the author wanted to write a book that offers fresh perspectives on these questions. The reader will learn to think about the nature of travel and about solutions to common travel problems in a new way. Strategies informed by psychological theory and research that travel providers can use to enhance our travel encounters will be given.Questions explored include:- What does our personality have to do with our travel satisfaction?- Why can seeking perfection in travel be so detrimental to our trip happiness?- What can be done to overcome travel fatigue and boredom?- How does trying to keep up with the often unrealistic depictions of travel on social media undermine our travel joy?- How do we prepare for trips in ways that spark excitement and receptivity for what is to come?- What can enhance the enjoyment trips give us long after they are over?This book will be of great interest to those in the hospitality and travel industry (both students and professionals) and general readers who want to better understand the complexities of the psychology of travel. It will serve as an invaluable guide to all who would like to learn what it means to travel well.
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