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Contact : Customer Service in the Hospitality and Tourism Industry

Contact : Customer Service in the Hospitality and Tourism Industry - 94 edition

ISBN13: 978-0138089160

Cover of Contact : Customer Service in the Hospitality and Tourism Industry 94 (ISBN 978-0138089160)
ISBN13: 978-0138089160
ISBN10: 0138089167
Cover type:
Edition/Copyright: 94
Publisher: Prentice Hall, Inc.
Published: 1994
International: No

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Contact : Customer Service in the Hospitality and Tourism Industry - 94 edition

ISBN13: 978-0138089160

Donald M. Davidoff

ISBN13: 978-0138089160
ISBN10: 0138089167
Cover type:
Edition/Copyright: 94
Publisher: Prentice Hall, Inc.

Published: 1994
International: No
Summary

For courses in sales and marketing in hospitality/travel, tourism, and customer service, this book discusses specifically what employees in service business should and should not do when interacting with customers. The book considers service from the perspective of those who deliver service and provides a wealth of examples from the hospitality, travel, and tourism industries.

Discusses differences in expectation among different.

Presents service from the standpoint of the employee, not just from management's perspective.

Focuses on the need for employees to understand the importance of providing exceptional service in a competitive business environment.

Table of Contents

I. INTRODUCTION TO SERVICE.

1. Introduction to Service Industries.
2. Understanding the Service Product.
3. The Laws of Service.

II. THE SERVICE ENVIRONMENT/ROLES & RELATIONSHIPS.

4. The Players.
5. The Environment.
6. Company Responsibilities.
7. Frontline Worker's Responsibilities.

III. SERVICE TOOLS.

8. Systems Technologies ("Service Technologies").
9. Interpersonal Communication Tools.
10. Personal Development Tools.

IV. INTERNAL SERVICE.

11. Internal Customers and Suppliers.
12. Principles and Practices of Internal Service.

V. UNDERSTANDING SERVICE APPLICATIONS.

13. Classifying Service Organizations.
14. Hospitality, Hotel.
15. Hospitality, Restaurant.
16. Travel, Air.
17. Travel & Tourism, Cruise.
18. Travel & Tourism, Travel Agency.

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