Customer service for hospitality and tourism / (Record no. 142559)

MARC details
000 -LEADER
fixed length control field 05546nam a22004453i 4500
001 - CONTROL NUMBER
control field EBC29083075
003 - CONTROL NUMBER IDENTIFIER
control field MiAaPQ
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20240705111834.0
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS
fixed length control field m o d |
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
fixed length control field cr cnu||||||||
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 240705s2022 xx o ||||0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781915097156
Qualifying information (electronic bk.)
035 ## - SYSTEM CONTROL NUMBER
System control number (MiAaPQ)EBC29083075
035 ## - SYSTEM CONTROL NUMBER
System control number (Au-PeEL)EBL29083075
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)1303084543
040 ## - CATALOGING SOURCE
Original cataloging agency MiAaPQ
Language of cataloging eng
Description conventions rda
-- pn
Transcribing agency MiAaPQ
Modifying agency MiAaPQ
082 0# - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 647.940688
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Hudson, Simon.
245 10 - TITLE STATEMENT
Title Customer service for hospitality and tourism /
Statement of responsibility, etc. Simon Hudson.
250 ## - EDITION STATEMENT
Edition statement 3rd ed.
264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE
Place of production, publication, distribution, manufacture Oxford :
Name of producer, publisher, distributor, manufacturer Goodfellow Publishers, Limited,
Date of production, publication, distribution, manufacture, or copyright notice 2022.
264 #4 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE
Date of production, publication, distribution, manufacture, or copyright notice 2022.
300 ## - PHYSICAL DESCRIPTION
Extent 1 online resource (325 pages)
336 ## - CONTENT TYPE
Content type term text
Content type code txt
Source rdacontent
337 ## - MEDIA TYPE
Media type term computer
Media type code c
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term online resource
Carrier type code cr
Source rdacarrier
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note Cover -- Title page -- Contents -- 1 Introduction to Customer Service -- Customer service defined -- A history of customer service -- The role of customer service -- The marketing mix for services -- Customer service in the tourism and hospitality sector -- Case Study: The Lopesan Group, Gran Canaria, Spain -- 2 The Financial and Behavioral Impacts of Customer Service -- The relative importance of the service economy -- Impact of service quality on market share growth, prices and profits -- The behavioral consequences of customer service -- The service profit chain -- Offensive and defensive marketing effects of service -- Financial implications of poor customer service -- Case Study: Profiting from culinary tourism in Stellenbosch, South Africa -- 3 Understanding the Consumer -- Customer expectations -- The customer experience -- The importance of emotions in the service experience -- Understanding cross-cultural differences -- Global trends in consumer behaviour -- Case Study: Bruce Poon Tip, G Adventures - understanding today's traveller -- 4 Developing and Maintaining a Service Culture -- Internal marketing -- Establishment of a service culture -- The importance of empowerment -- Development of a marketing approach to human resource management -- Dissemination of marketing information to employees -- Implementing a reward and recognition system -- Case Study: Micato Safaris - simply the best in the world! -- 5 Managing Service Encounters -- The employee role in delivering service -- Customer service training -- The customer role in delivering service -- Case Study: Hotels getting social to compete with the sharing economy -- 6 The Importance of Market Research -- An introduction to research in tourism and hospitality -- The Gaps model of service quality -- Measuring service quality -- Common research errors.
505 8# - FORMATTED CONTENTS NOTE
Formatted contents note Effective use of market research in decision making -- Case Study: Martinhal in Portugal - staying sensitive to the consumer -- 7 Building and Maintaining Customer Relationships -- Relationship marketing -- Retention strategies -- Loyalty programs in tourism and hospitality -- Benefits of relationship marketing -- Targeting profitable customers -- Case Study: African-American travelers an increasingly profitable market -- 8 Providing Customer Service through the Servicescape -- Elements of the servicescape -- The strategic role of the servicescape in delivering service -- Developing servicescapes -- Servicescapes and consumer behaviour -- Waiting line strategies -- COVID-19 and the servicescape -- Case Study: Attention to detail at Cavas Wine Lodge, Argentina -- 9 The Impact of Technology on Customer Service -- The impact of technological developments on tourism and hospitality -- Using technology to improve service during the consumer decision journey -- Delivering service through electronic and robotic channels -- Case Study: Vail Resorts using apps to capture memories on the mountain -- 10 The Importance of Service Recovery -- Service recovery -- The service recovery paradox -- The service recovery process -- The consequences of an effective recovery process -- Guidelines for soliciting, tracking and handling complaints -- Service guarantees -- Case Study: Adaptability key to pandemic recovery for Australia's tourism industry -- 11 Promoting Customer Service Internally and Externally -- Developing an integrated communications strategy for customer service -- Managing service promises -- Ethical issues in communication -- Case Study: Promoting the spirit of India -- 12 Customer Service Training Handbook -- I Index.
520 ## - SUMMARY, ETC.
Summary, etc. A fully updated new edition of this bestselling text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. With 10 new international cases focusing on how some in the hospitality sector have adapted - and thrived - during the COVID-19 pandemic.
588 ## - SOURCE OF DESCRIPTION NOTE
Source of description note Description based on publisher supplied metadata and other sources.
590 ## - LOCAL NOTE (RLIN)
Local note Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Hospitality.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Tourism.
655 #4 - INDEX TERM--GENRE/FORM
Genre/form data or focus term Electronic books.
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Hudson, Louise.
776 08 - ADDITIONAL PHYSICAL FORM ENTRY
Relationship information Print version:
Main entry heading Hudson, Simon
Title Customer Service for Hospitality and Tourism
Place, publisher, and date of publication Oxford : Goodfellow Publishers, Limited,c2022
797 2# - LOCAL ADDED ENTRY--CORPORATE NAME (RLIN)
Corporate name or jurisdiction name as entry element ProQuest (Firm)
856 40 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier <a href="https://ebookcentral.proquest.com/lib/uwestlon/detail.action?docID=29083075">https://ebookcentral.proquest.com/lib/uwestlon/detail.action?docID=29083075</a>
Public note Open e-book
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme Dewey Decimal Classification
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Home library Current library Date acquired Total Checkouts Date last seen Price effective from Koha item type
    Dewey Decimal Classification     Electronic publication Electronic publication 05/07/2024   05/07/2024 05/07/2024 E-book