Hudson, Simon. <br/><br/>
Customer service for hospitality and tourism / 
Simon Hudson, Louise Hudson. 
 - Woodeaton, Oxford :  Goodfellow Publishers,  2013. 
 - viii, 304 pages;  illustrations,  24cm 
<br/><br/> Includes index. 
<br/><br/>Includes bibliographical references, 
<br/><br/>1.Introduction to customer service -- 2.The financial and behavioral impacts of customer service -- 3.Understanding the consumer -- 4.Developing and maintaining a service culture -- 5.Managing service encounters -- 6.The importance of market research -- 7.Building and maintaining custmer relationships -- 8.Providing customer service through the servicescape -- 9.The impact of technology on customer -- 10.The importance of service recovery -- 11.Promoting customer service internally and externally -- 12.Customer service training handbook. 
<br/><br/><label>ISBN: </label>1908999349 9781908999344 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Tourism--Management.<br/>Hospitality industry--Management.
<br/><br/><label>Dewey Class. No.: </label>338.4791 HUD