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?