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

By:

Noe, Francis P [author]

Contributor(s):

Uysal, Muzaffer;Magnini, Vincent P [co-author;co-author]

Material type: Text

TextPublication details: New York : Routledge, c2014Description: ix, 193 pages ; 23 cmISBN:

9781138880719

Subject(s):

TOURISM -- MANAGEMENT

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

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Holdings
Item type	Current library	Home library	Collection	Call number	Copy number	Status	Date due	Barcode
Books	National University - Manila	LRC - Main General Circulation	Tourism Management	GC G 155.A1 .N64 2014 (Browse shelf(Opens below))	c.1	Available		NULIB000014301

Browsing LRC - Main shelves, Shelving location: General Circulation, Collection: Tourism Management Close shelf browser (Hides shelf browser)

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Previous	GC G 155.A1 .G56 2005 Global tourism /	GC G 155.A1 .G64 2006 Tourism : principles, practices, philosophies /	GC G 155.A1 .H65 2018 Tour operators and operations : development, management and responsibility /	GC G 155.A1 .N64 2014 Tourist customer service satisfaction : an encounter approach /	GC G 155.A1 .O67 1997 Tourism in Developing Countries /	GC G 155.A1 .R45 2009 International tourism : cultures and behavior /	GC G 155.A1 .R63 2009 Tourism operations and management /	Next

Includes bibliographical references and index.

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.

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