Contact : customer service in the hospitality and tourism industry
Author(s)
Bibliographic Information
Contact : customer service in the hospitality and tourism industry
Prentice Hall, c1994
Available at 9 libraries
  Aomori
  Iwate
  Miyagi
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  Hiroshima
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  Tokushima
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  Ehime
  Kochi
  Fukuoka
  Saga
  Nagasaki
  Kumamoto
  Oita
  Miyazaki
  Kagoshima
  Okinawa
  Korea
  China
  Thailand
  United Kingdom
  Germany
  Switzerland
  France
  Belgium
  Netherlands
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  United States of America
Note
Includes index
Description and Table of Contents
Description
For courses in sales and marketing in hospitality/travel, tourism, and customer service, this book discusses specifically what employees in service business should and should not do when interacting with customers. The book considers service from the perspective of those who deliver service and provides a wealth of examples from the hospitality, travel, and tourism industries.
Table of Contents
INTRODUCTION TO SERVICE.
1. Introduction to Service Industries.
2. Understanding the Service Product.
3. The Laws of Service.
II. THE SERVICE ENVIRONMENT/ROLES & RELATIONSHIPS.
4. The Players.
5. The Environment.
6. Company Responsibilities.
7. Frontline Worker's Responsibilities.
III. SERVICE TOOLS.
8. Systems Technologies ("Service Technologies").
9. Interpersonal Communication Tools.
10. Personal Development Tools.
IV. INTERNAL SERVICE.
11. Internal Customers and Suppliers.
12. Principles and Practices of Internal Service.
V. UNDERSTANDING SERVICE APPLICATIONS.
13. Classifying Service Organizations.
14. Hospitality, Hotel.
15. Hospitality, Restaurant.
16. Travel, Air.
17. Travel & Tourism, Cruise.
18. Travel & Tourism, Travel Agency.
by "Nielsen BookData"