000 01652nam a2200241Ia 4500
003 NULRC
005 20250520102832.0
008 250520s9999 xx 000 0 und d
020 _a9781138880719
040 _cNULRC
050 _aG 155.A1 .N64 2014
100 _aNoe, Francis P.
_eauthor
245 0 _aTourist customer service satisfaction :
_ban encounter approach /
_cFrancis P. Noe
260 _aNew York :
_bRoutledge,
_cc2014
300 _aix, 193 pages ;
_c23 cm.
365 _bUSD4255
504 _aIncludes bibliographical references and index.
505 _a1 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?.
520 _aCustomer 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.
650 _aTOURISM -- MANAGEMENT
700 _aUysal, Muzaffer;Magnini, Vincent P
_eco-author;co-author
942 _2lcc
_cBK
999 _c16542
_d16542