TY  - BOOK
AU  - Noe,Francis P.
AU  - Uysal,Muzaffer
AU  - Magnini,Vincent P.
TI  - Tourist customer service satisfaction: an encounter approach 
T2  - Routledge advances in tourism
SN  - 0415578043
AV  - G155.A1 N58 2010
U1  - 910.688 22
PY  - 2010///
CY  - London, New York
PB  - Routledge
KW  - Tourism
KW  - Management
KW  - Hospitality industry
N1  - 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?
ER  -