1.

Record Nr.

UNINA9910458769803321

Autore

Noe Francis P. <1939->

Titolo

Tourist customer service satisfaction : an encounter approach / / Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini

Pubbl/distr/stampa

New York : , : Routledge, , 2010

ISBN

1-136-97597-7

1-136-97598-5

1-282-88283-X

9786612882838

0-203-85236-2

Descrizione fisica

1 online resource (204 p.)

Collana

Advances in Tourism

Altri autori (Persone)

UysalMuzaffer

MagniniVincent P

Disciplina

910.68/8

Soggetti

Tourism - Management

Hospitality industry - Management

Electronic books.

Lingua di pubblicazione

Inglese

Formato

Materiale a stampa

Livello bibliografico

Monografia

Note generali

Description based upon print version of record.

Nota di bibliografia

Includes bibliographical references and index.

Nota di contenuto

Book Cover; Title; Copyright; Contents; About the authors; Introduction; 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?; Bibliography; Index

Sommario/riassunto

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, o