TY  - BOOK
AU  - Hudson, Simon
AU  - Hudson, Louise
TI  - Customer service for hospitality and tourism
SN  - 9781908999344
AV  - G155.H231 2013 
PY  - 0000///
CY  - Oxford Goodfellow Publ
PB  - 
KW  - Tourism-Customer service
KW  - Tourism
KW  - Hospitality-Tourism
N1  - Provides the whys and howsof customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more
ER  -