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010   $a9786612882838
010   $a0-203-85236-2
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100   $a20180706d2010      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aTourist customer service satisfaction $ean encounter approach /$fFrancis P. Noe, Muzaffer Uysal and Vincent P. Magnini
210  1$aNew York :$cRoutledge,$d2010.
215   $a1 online resource (204 p.)
225 1 $aAdvances in Tourism
300   $aDescription based upon print version of record.
311   $a1-138-88071-X 
311   $a0-415-57804-3 
320   $aIncludes bibliographical references and index.
327   $aBook 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
330   $aCustomer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer.Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, o
410  0$aRoutledge advances in tourism.
606   $aTourism$xManagement
606   $aHospitality industry$xManagement
615  0$aTourism$xManagement.
615  0$aHospitality industry$xManagement.
676   $a910.68/8
700   $aNoe$b Francis P.$f1939-$01499571
701   $aUysal$b Muzaffer$0732068
701   $aMagnini$b Vincent P$0906553
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910785112503321
996   $aTourist customer service satisfaction$93725697
997   $aUNINA