Vai al contenuto principale della pagina

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



(Visualizza in formato marc)    (Visualizza in BIBFRAME)

Autore: Noe Francis P. <1939-> Visualizza persona
Titolo: Tourist customer service satisfaction : an encounter approach / / Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini Visualizza cluster
Pubblicazione: New York : , : Routledge, , 2010
Descrizione fisica: 1 online resource (204 p.)
Disciplina: 910.68/8
Soggetto topico: Tourism - Management
Hospitality industry - Management
Soggetto genere / forma: Electronic books.
Altri autori: UysalMuzaffer  
MagniniVincent P  
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
Titolo autorizzato: Tourist customer service satisfaction  Visualizza cluster
ISBN: 1-136-97597-7
1-136-97598-5
1-282-88283-X
9786612882838
0-203-85236-2
Formato: Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione: Inglese
Record Nr.: 9910458769803321
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Serie: Routledge advances in tourism.