Amazon cover image
Image from Amazon.com

Tourist customer service satisfaction : an encounter approach / Francis P. Noe

By: Contributor(s): Material type: TextTextPublication details: New York : Routledge, c2014Description: ix, 193 pages ; 23 cmISBN:
  • 9781138880719
Subject(s): LOC classification:
  • G 155.A1 .N64 2014
Contents:
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?.
Summary: 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, outlini.
Item type: Books
Tags from this library: No tags from this library for this title. Log in to add tags.
Star ratings
    Average rating: 0.0 (0 votes)
Holdings
Item type Current library Home library Collection Call number Copy number Status Date due Barcode
Books Books National University - Manila LRC - Main General Circulation Tourism Management GC G 155.A1 .N64 2014 (Browse shelf(Opens below)) c.1 Available NULIB000014301

Includes bibliographical references and index.

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?.

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, outlini.

There are no comments on this title.

to post a comment.