Tourist customer service satisfaction : an encounter approach /
Noe, Francis P., 1939-
Tourist customer service satisfaction : an encounter approach / Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini. - ix, 193 pages ; 24 cm. - Routledge advances in tourism ; 18 . - Routledge advances in tourism ; 18. .
Includes bibliographical references and index.
Defining encounter theory -- Encountering interactive roles -- Knowing the travel customer's role -- Managing the travel situation -- Positioning the travel provider -- Appealing to the travel and provider roles -- Nuances of interpersonal interactions -- Going beyond satisfaction to loyalty -- Where do we go from here?
0415578043 9780415578042
2010005855
Tourism--Management
Hospitality industry--Management
G155.A1 / N58 2010
910.688
Tourist customer service satisfaction : an encounter approach / Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini. - ix, 193 pages ; 24 cm. - Routledge advances in tourism ; 18 . - Routledge advances in tourism ; 18. .
Includes bibliographical references and index.
Defining encounter theory -- Encountering interactive roles -- Knowing the travel customer's role -- Managing the travel situation -- Positioning the travel provider -- Appealing to the travel and provider roles -- Nuances of interpersonal interactions -- Going beyond satisfaction to loyalty -- Where do we go from here?
0415578043 9780415578042
2010005855
Tourism--Management
Hospitality industry--Management
G155.A1 / N58 2010
910.688