Download or read book Tourist Customer Service Satisfaction written by Francis Noe and published by Routledge. This book was released on 2010-10-04 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

Download or read book Tourist Service Satisfaction written by Francis P. Noe and published by Sagamore Publishing. This book was released on 1999 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides the reader with a comprehensive review of service satisfaction literature. It is an excellent resource for researchers pursuing topics regarding tourist satisfaction. The review of the service satisfaction models should be helpful to readers who want to develop a conceptual framework for this area of study. Case studies help illustrate service satisfaction incidents ad provide the reader with a tangible look at guest-related issues.

Download or read book Tourist Customer Service Satisfaction written by Francis Noe and published by Routledge. This book was released on 2010-10-04 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

Download or read book Return on Quality written by Roland T. Rust and published by Irwin Professional Publishing. This book was released on 1994 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Se analiza la importancia del producto y la calidad del servicio como un éxito de una compañía al mismo tiempo que se valora el costo específico de calidad y su impacto en el negocio. Se precisa que la calidad debe ser contemplada más que como un concepto, un esfuerzo que permitirá obtener beneficios.

Download or read book More Important Than Ever written by Ying Wang and published by . This book was released on 2016 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Tourist Customer Service Satisfaction written by Francis Noe and published by Routledge. This book was released on 2015-06-12 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider's role performance. The book uses encounter theory to examine the customer - provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee - centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

Download or read book Destination Benchmarking written by M. Kozak and published by CABI. This book was released on 2004 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develops a specific benchmarking methodology relevant to international tourism destinations. This book evaluates different approaches to benchmarking, and their application within tourism destinations. The book considers organization benchmarking - performance evaluation of a particular organization and its departments - and destination benchmarking, which involves all elements such as transport services, airport services, accommodation, leisure and sport, hospitality and local attitudes.

Download or read book Customer Satisfaction in Tourist Destination written by Valentina Della Corte and published by . This book was released on 2015 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: This paper investigates the main elements that can influence customer satisfaction in tourist services, with specific reference to tourism industry. The importance of this topic resides in the fact that tourists' positive experiences of service, products, and other resources provided by tourism destinations can produce customer retention as well as positive word-of-mouth. Indeed, satisfaction with travel experiences contributes to destination loyalty. The degree of tourists' loyalty to a destination is reflected in their intentions to revisit the destination and in their recommendations to others. Thus, information about tourists' loyalty is important to destination marketers and managers in order to sustain destination attractiveness. Although predominant literature has adopted a demand-side perspective, this paper analyses tourist satisfaction according to an overlapping perspective that contemplates both the demand and the offer side where this latter, in the wider meaning, also includes the systemic perspective. More precisely, this paper aims to identify the principle competitive strategies that the variety of stakeholders, cooperating together in a destination, has to implement in order to increase tourist satisfaction and loyalty.Indeed, the point of view of this paper is to understand how destination attributes and services affect the tourist satisfaction. In order to study the link between destination attributes and tourist satisfaction, the paper collects cross-sectional data via questionnaire, from May 2012 to May 2013. The adopted approach allows to individuate the factors that can influence tourist satisfaction, their (positive or negative) direction and their magnitude. This paper uses 14 tourist satisfaction indicators in order to measure the global satisfaction. Furthermore, this study allows to identify the current strengths and weaknesses of the tourist offer. In particular, the study paid attention to the phase of service delivery since it is the time when customer satisfaction is generated. From this study, it comes out that tourist satisfaction depends on a complex process where the role of each actor is fundamental and it must be in tune with all the other ones. Findings show that tourists visiting Naples are not completely satisfied, supporting that Naples has not a clear destination image.

Download or read book Improving Tourism and Hospitality Services written by and published by CABI. This book was released on 2004 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer satisfaction is a key issue for all those involved in tourism and hospitality services. Through a multitude of case studies this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. It outlines the various frameworks available for the study of tourist satisfaction, before examining service delivery systems and definitions of quality. It then discusses the role that marketing can play in tourism and hospitality services, and the ways in which hospitality and tourism services can be improved. The book contains examples of customer dissatisfaction, and examples of organisations that have succeeded in providing profitable services with high levels of customer loyalty.

Download or read book Current Issues and Development in Hospitality and Tourism Satisfaction written by Muzaffer Uysal and published by Routledge. This book was released on 2013-05-13 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stay ahead of your customers as their service expectations change! In Current Issues and Development in Hospitality and Tourism Satisfaction, experts from the field explore customer satisfaction strategies, examining both the long-term and short-term results. This vital tool shows you new and effective approaches for understanding customer satisfaction and providing quality service at all levels of the hospitality and tourism industry. Hospitality and tourism faculty and students as well as professionals will find this book useful for improving and providing quality service management. This book illustrates the complex relationship between customer and service provider, offering practical advice and techniques for maximizing consumer contentment. Current Issues and Development in Hospitality and Tourism Satisfaction contains models for meeting—and even surpassing—consumer expectations to increase the value of the customer’s experience. This essential resource includes various methods for managers to anticipate consumer needs and perceptions, reducing dissatisfaction. This book helps you: incorporate existing and alternative measurements of satisfaction measure and improve service quality create and maintain social interaction linkages between staff and customer identify the destination performance of your hotel and other destinations or attractions evaluate consumer satisfaction with lodging services increase cross-cultural service satisfaction and much more! Tables and figures throughout the text help demonstrate the strategies, and bibliographies at the end of each chapter offer further reading. While there are other books that focus on customer satisfaction, Current Issues and Development in Hospitality and Tourism Satisfaction is rare in that it covers satisfaction issues as they apply to both hospitality and tourism.

Download or read book Global Entrepreneurial Trends in the Tourism and Hospitality Industry written by Batabyal, Debasish and published by IGI Global. This book was released on 2020-03-13 with total page 309 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tourism has been gaining importance in recent decades with its increasing socio-economic, geo-political, and ecological contributions, including its potential contribution to GDP, foreign exchange, and international business. At this juncture, an assessment and analysis of the scope, opportunities, and challenges of tourism and hospitality entrepreneurship is essential to the economic development of numerous countries. Global Entrepreneurial Trends in the Tourism and Hospitality Industry is a pivotal reference source that provides conceptualized ideas regarding the scope, prospects, and challenges of tourism and hospitality entrepreneurship. While highlighting topics such as destination tourism, multigenerational travel, and social entrepreneurship, this publication explores the relationship among tourism, hotel management, transportations, international trade, cargo and supply chain management, as well as the inter-linkages among various sectors and sub-sectors of the tourism industry. This book is ideally designed for entrepreneurs, directors, restaurateurs, travel agents, hotel management, industry professionals, academics, professors, and students.

Download or read book Tourist Satisfaction and Complaining Behavior written by Atila Yüksel and published by . This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Effective Management of customer satisfaction and complaints is essential for organisations in terms of profitability and sustainability. This book details this subject. Organisations, successful in delivering a high level of customer satisfaction, tend to reap the benefits in the form of repeat patronage among existing customer and recruitment of new customers. Empirical and anecdotal evidence suggest that negligence of customer dissatisfaction and inevitable customer complaints might be costly. Research has shown that an unhappy customer will tell on average 9 other people about an unsatisfying experience. Ineffective handling of complaints increases frustration and dissatisfaction, reinforces negative consumer reactions and harms a company's reputation. Management of customer satisfaction particularly in service failure situations hinges largely on an understanding of the formation of satisfaction judgement, the scrutiny of triggers that cause varied customer behaviours in failure situations and devising of customer-driven recovery strategies that would yield preferred behaviours. In other words, that execution of customer satisfaction and handling of customer complaints depend heavily on actionable information (i.e., feedback gathered from valid and continuous measurement) should not be an overstatement. Thus, departing from the absence of a comprehensive treatment, this research based book attempts to fill the gap by addressing seven theoretically and managerially important issues.

Download or read book Service Quality Management in Hospitality Tourism and Leisure written by Connie Mok and published by Routledge. This book was released on 2013-01-11 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

Download or read book Service Quality in Leisure and Tourism written by Andrea Krauz and published by . This book was released on 2016-09-15 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tourism has been one of the world's fastest growing industries, and there are large societies entirely dependent upon the visitor for their sustenance. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. Much of the attention given to service quality is motivated by the premise that it will increase customer satisfaction and ultimately lead to better financial performance. The quality of products and services has also been related to external indicators of customer satisfaction such as complaints, warranty, litigation and market share. Satisfied customers often lead to loyal customers who continuously repurchase the product or service. However, all organizations are dependent upon repeat purchases that lead to higher profitability. Empirical evidence suggests that customer satisfaction mediates the relationship between service quality and firm performance. Service Quality in Leisure and Tourism aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It deals with the impact of service quality in tourism and customer satisfaction; presents the theoretical model of the research indicating the dimensions of quality in tourism. It shows that such dimensions as Quality of accessibility, accommodation, venue and their components contribute directly in satisfaction of tourists, their intend to return and eventually development of tourism industry in a region.Delivering high quality service within the hospitality industry positively influences a customer's perception of value. Tourist satisfaction is the result of the interaction between a tourist's experience in the destination area and his or her previous expectations about the destination. Satisfying the tourist is critical because it has an effect on the expectations and intentions for the customer's next destination purchasing decision. Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.

Download or read book Managing Tourism and Hospitality Services written by B. Prideaux and published by CABI. This book was released on 2006-09-14 with total page 357 pages. Available in PDF, EPUB and Kindle. Book excerpt: The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. It provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. It is hoped that this book will stimulate new research questions by highlighting tensions and challenges in the area.

Download or read book Strategies for Promoting Sustainable Hospitality and Tourism Services written by Korstanje, Maximiliano Emanuel and published by IGI Global. This book was released on 2020-06-26 with total page 243 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tourism marketing is a vital tool in promoting the overall health of the global economy. This brings necessary revenue to particular regions of the world that have limited revenue producing resources and provides an opportunity for tourists to explore another culture, therefore building tolerance and overall exposure to different ways of life. Strategies for Promoting Sustainable Hospitality and Tourism Services is a crucial scholarly source that discusses interdisciplinary perspectives in the areas of global tourism and highlights cultural boundaries of strategic knowledge management through case studies. Featuring research on topics such as consumer behavior, cultural appreciation, and global economics, this book is ideally designed for academicians, research scholars, marketing professionals, graduate-level students, and industry professionals.

Download or read book Marketing Tourist Destinations in Emerging Economies written by Ishmael Mensah and published by Springer Nature. This book was released on 2021-11-27 with total page 315 pages. Available in PDF, EPUB and Kindle. Book excerpt: While tourism is a key economic generator for many countries, emerging economies are confronted with additional challenges that those well-established destinations in North America, Australia and Europe normally don’t have to contend with. The potential for terrorism, political unrest, natural disasters, accidents – not to mention epidemics – have the potential to derail tourism in emerging economies. To mitigate these risks, emerging destinations need well-coordinated management and marketing strategies. However, most texts on tourism destination marketing reflect destinations in more advanced countries. This book acknowledges the fact that emerging tourist destinations have unique characteristics and challenges, which have implications for destination marketing. Highlighting the marketing challenges, best practices and strategies relevant to emerging economies, this book covers core topics such as image creation and branding, destination marketing during crises and pandemics, market segmentation and the travel decision making process among others. Providing up to date knowledge on an otherwise under-explored topic, this collection is ideal reading for upper-level students, researchers and policymakers.