| Edition |
First edition. |
| Description |
1 online resource. |
|
text file |
| Series |
Advances in culture, tourism and hospitality research ; v. 14
|
|
Advances in culture, tourism and hospitality research ; v. 14.
|
| Bibliography |
Includes bibliographical references and index. |
| Summary |
To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive. |
| Contents |
Machine generated contents note: ch. 1 Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / Tzung-Cheng (T.C.) Huan -- ch. 2 It Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 3 Hot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 4 Challenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 5 Why Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 6 Missing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 7 Decision-Making In Public Hospital During Economic Crisis / Tzung-Cheng (T.C.) Huan -- ch. 8 Show Must Go On! Resolving Customer Complaints In Events Management / Tzung-Cheng (T.C.) Huan -- ch. 9 Mistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan -- ch. 10 Transaction Error: Supplier's Mistake In the Transaction / Tzung-Cheng (T.C.) Huan -- ch. 11 Medical Insurance Mayhem: One Woman's Struggle for Information / Rouxelle De Villiers -- ch. 12 If It Ain't Broke: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers -- ch. 13 Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / Rouxelle De Villiers -- ch. 14 Clean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers -- ch. 15 Once and Future Fastfood King Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers -- ch. 16 If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / Po-Ju Chen -- ch. 17 To Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / Po-Ju Chen -- ch. 18 Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / Po-Ju Chen -- ch. 19 Out of Soup: Resolving Customer Complaints In Hospitality Management / Po-Ju Chen -- ch. 20 Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / Po-Ju Chen -- ch. 21 Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / Po-Ju Chen -- ch. 22 Front-Desk Agents Versus Flight Attendants -- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / Po-Ju Chen -- ch. 23 When In Rome -- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / Po-Ju Chen -- ch. 24 Life Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / Po-Ju Chen -- ch. 25 Strike Three. You're Out! Service Recovery In Retail Banking Services / Po-Ju Chen -- ch. 26 Noname Nightmare: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers. |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Tourism -- Research.
|
|
Tourism -- Research. |
|
Tourism. |
|
Customer services -- Research.
|
|
Customer services -- Research. |
|
Customer services. |
|
Customer relations -- Management.
|
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Customer relations -- Management. |
| Genre/Form |
Electronic books.
|
|
Electronic books.
|
| Added Author |
Woodside, Arch G., editor.
|
| ISBN |
9781787142787 (electronic book) |
|
1787142787 (electronic book) |
|
