03070nam 2200697Ia 450 991081874340332120200520144314.01-136-97597-71-136-97598-51-282-88283-X97866128828380-203-85236-210.4324/9780203852361 (CKB)2670000000047163(EBL)589559(OCoLC)670411783(SSID)ssj0000429883(PQKBManifestationID)11280490(PQKBTitleCode)TC0000429883(PQKBWorkID)10452166(PQKB)11755180(Au-PeEL)EBL589559(CaPaEBR)ebr10422126(CaONFJC)MIL288283(OCoLC)679671386(MiAaPQ)EBC589559(FINmELB)ELB159192(EXLCZ)99267000000004716320100218d2010 uy 0engur|n|---|||||txtccrTourist customer service satisfaction an encounter approach /Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini1st ed.London ;New York Routledge20101 online resource (204 p.)Advances in TourismDescription based upon print version of record.1-138-88071-X 0-415-57804-3 Includes bibliographical references and index.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; IndexCustomer 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, oRoutledge advances in tourism.TourismManagementHospitality industryManagementTourismManagement.Hospitality industryManagement.910.68/8Noe Francis P.1939-1626562Uysal Muzaffer732068Magnini Vincent P906553MiAaPQMiAaPQMiAaPQBOOK9910818743403321Tourist customer service satisfaction3962671UNINA