Tourist customer service satisfaction: an encounter approach
Auteur :
Noe, Francis / Uysal, Muzaffer / Magnini, Vincent
Éditeur :
Taylor & Francis Ltd
ISBN :
9780415578042
Date de publication :
22 juil. 2010
Dimensions :
23,4 x 15,6 cm
Poids :
540 g
Langue :
Anglais
Pays d'origine :
Grande Bretagne
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. This book explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges.