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Contact Customer Service in the Hospitality and Tourism Industry

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ISBN-10: 0138089167

ISBN-13: 9780138089160

Edition: 1st 1994

Authors: Donald M. Davidoff

List price: $161.60
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Book details

List price: $161.60
Edition: 1st
Copyright year: 1994
Publisher: Prentice Hall PTR
Publication date: 11/8/1993
Binding: Paperback
Pages: 272
Size: 7.25" wide x 9.25" long x 0.50" tall
Weight: 0.946
Language: English

Preface
Acknowledgments
Introduction
What is Service?
Objectives
Key Terms
Service
The Importance of Service
Myths About Service
Summary
Questions for Review
Questions for Discussion
References
Understanding the Service Product
Objectives
Key Terms
Why Is Service Different from Retail?
The Future of Service
Why Is Service So Bad Today?
Does Service Have a Chance?
What It Will Take for Service to Succeed?
Summary
Questions for Review
Questions for Discussion
References
The Laws of Service
Objectives
Key Terms
First Law of Service
Second Law of Service
Third Law of Service
Summary
Questions for Review
Questions for Discussion
References
The Service Environment: Roles and Relationships
The Players
Objectives
Key Terms
The Customer
The Company
Summary
Questions for Review
Questions for Discussion
The Environment
Objectives
Key Terms
Technological Forces
Economic and Competitive Forces
Social and Cultural Forces
Political and Legal Forces
Summary
Questions for Review
Questions for Discussion
References
Company Responsibilities
Objectives
Key Terms
Setting a Service Strategy
Selecting and Training Service-Oriented People
Designing and Implementing Customer-Friendly Systems
Legal Responsibilities to Customers
Responsibilities to Customer-Contact Employees
Summary
Questions for Review
Questions for Discussion
Customer-Contact Employee Responsibilities
Objectives
Key Terms
Proficiency
Professionalism
Pride
Responsibilities to Customers
Responsibilities to the Company
Responsibilities to Co-Workers
Responsibilities to Themselves
Summary
Questions for Review
Questions for Discussion
Service Tools
System Tools
Objectives
Key Terms
Hardware
Software
Summary
Questions for Review
Questions for Discussion
Interpersonal Communications
Objectives
Key Terms
Reasons for Communication
A Model for Communication
The Communication Process
Flows of Communication
Formal versus Informal Communication
Barriers to Effective Communication: How We Fail to Communicate
Nonverbal Communication
How to Improve Communications with Customers
Special Problems in Communication
Communicating with Angry Customers
Summary
Questions for Review
Questions for Discussion
Personal Development
Objectives
Key Terms
Understanding Personal Attitudes and Abilities
Personal Growth and Development
Summary
Questions for Review
Questions for Discussion
References
Internal Service
Internal Customers and Suppliers
Objectives
Key Terms
First Law of Internal Service
Second Law of Internal Service
Third Law of Internal Service
How Do People Practice Internal Service?
Summary
Questions for Review
Questions for Discussion
Principles and Practices of Internal Service: the Key to Quality
Objectives
Key Terms
Service Practices: How to Get Improvement
Summary
Questions for Review
Questions for Discussion
Application of Service Principles in Hospitality and Tourism
Classifying Service Organizations
Objectives
Key Terms
Summary
Questions for Review
Questions for Discussion
Hotels
Objectives
Key Terms
Overview
Unique Problems
Service Delivery Systems
Questions for Review
Questions for Discussion
Restaurants
Objectives
Key Terms
Overview
Unique Problems
Service Delivery Systems
Questions for Review
Questions for Discussion
Air Transportation
Objectives
Key Terms
Overview
Unique Problems
Service Delivery Systems
Questions for Review
Questions for Discussion
Cruise Lines
Objectives
Key Terms
Overview
Unique Problems
Service Delivery Systems
Questions for Review
Questions for Discussion
Travel Agencies
Objectives
Key Terms
Overview
Unique Problems
Service Delivery Systems
Questions for Review
Questions for Discussion
Glossary
Index