Customer Service for Hospitality and Tourism
| By: | Simon Hudson, Lousie Hudson |
| Publisher: | Goodfellow Publishers Ltd |
| Print ISBN: | 9781917433105 |
| eText ISBN: | 9781917433129 |
| Edition: | 4 |
| Copyright: | 2025 |
| Format: | Page Fidelity |
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New for this edition:
- Fully revised and updated throughout.
- Three new cases on sustainability and customer service, plus updated cases throughout.
- Brand new chapter on ‘Customer Service and Sustainability’, covering topics such as:
- The role of customer service in promoting sustainability.
- How sustainable practices lead to customer loyalty.
- How service quality perception affects the authenticity of sustainability initiatives.
- Three new case studies demonstrating customer service and sustainability in practice.
- New and extended material and case studies on AI and its influence on customer service.
A fully revised and updated edition of this bestselling and unique text, this book explains not only the theory behind the importance of customer service but also serves as a guidebook for those wishing to put this theory into practice. It provides both the ‘whys’ and ‘hows’ of customer service.
Fully updated with current statistics, trends, and examples, this edition includes references to the latest research from both academic and practitioner literature.
Chapters cover important topics such as:
- The financial and behavioral consequences of customer service.
- Consumer trends influencing service.
- Developing and maintaining a service culture.
- Managing service encounters.
- The importance of market research.
- Building and maintaining customer relationships.
- Providing customer service through the servicescape.
- The impact of technology on customer service.
- The importance of service recovery.
- Promoting customer service internally and externally.
The fourth edition of this book—like its predecessors—is easy to read, highly relevant, and packed with references to the latest research. It features brand new material on sustainability and AI in the context of customer service, along with three new case studies related to these topics.
About the Authors
Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina, USA.
Louise Hudson is a freelance journalist living in South Carolina, USA.