Marketing for Tourism and Hospitality

Simon Hudson

Travel

Nelson Education

Hospitality Management International Introduction

Taylor & Francis Group

A Worldwide Guide to Retirement Destinations

Louise Hudson

Cambridge Scholars Publishing

Marketing for Tourism, Hospitality & Events

Sage Publications

Golf represents the largest sports-related travel market. It has been valued at US$20 billion with over 50 million golf tourists travelling the world to play on some of the estimated 32,000 courses.

Golf Tourism

Business & Money

Industries

Goodfellow Publishers

Customer Service in Tourism and Hospitality

Customer service is of critical importance for the tourism and hospitality sector now more than ever before as customers are looking to increase value for money and are less forgiving of mediocre service. However, despite its importance, quality customer service is the exception rather than the norm in many parts of the world. 'Customer Service for hospitality and tourism: the lost art' is a unique text and vital to both students and practitioners as it explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows' of customer service. It is easy to read, very current, and full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural 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, and promoting customer service internally and externally. Key features include: * An 'At Your Service' Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. * Each chapter contains a 'Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. * Detailed international 'Case Studies', which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai. Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina. He has held previous academic positions at universities in Canada and England, and has worked as a visiting professor in Austria, Switzerland, Spain, Fiji, New Zealand, the United States, and Australia. Louise Hudson is a freelance journalist living in South Carolina (www tourismgurus com). She has collaborated with Dr Hudson on many of his books and research projects and co-wrote Golf Tourism with him. Originally trained in journalism in England, she now writes for many publications including the LA Times, Dallas Morning News, Canada's Globe and Mail and Dreamscapes Magazine, Calgary Sun, Calgary Herald and and BC Inn Focus magazine among others.

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.

Since the first edition of this widely acclaimed text the landscape of golf tourism has changed considerably. A focus on family holidays has emerged, with an increased emphasis on the customization of vacations. Marketers are more inventive, packaging golf with wine, cycling, food and spas. Expectations have also increased in terms of customer service and value for money, and technology and social media have revolutionized both the decision-making process and booking procedures for golf holidays. 
Golf continues to represent the largest sports-related travel market valued at £30 billion with over 50 million golf tourists travelling the world to play on some of the estimated 40,000 courses. Golf Tourism is the leading text for both students and practitioners and the completely updated and revised new edition discusses the latest issues.

A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the `whys' and `hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural 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, and promoting customer service internally and externally. New material covers issues such as: * the impact of the sharing economy and how hotels are getting `social' to compete; * the latest in technology and its impact on customer service including Virtual Reality and use of robots to enhance the traveller experience; * new demographic and cultural shifts; * New market trends - including how resorts are catering to the demands of the international traveller from emerging markets and the luxury family market; * Using big data to personalize experiences and encourage loyalty. The text has a full suite of pedagogic features to aid learning and understanding, including: * An `At Your Service' Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. * Each chapter contains a `Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. * Detailed international `Case Studies', which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai.

See the best price to sell, buy, or rent books by Simon Hudson. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Simon Hudson

See the best price to sell, buy, or rent books by Simon Hudson. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Marketing for Tourism and Hospitality

Hospitality Management International Introduction

A Worldwide Guide to Retirement Destinations

Marketing for Tourism, Hospitality & Events

Golf Tourism

Customer Service in Tourism and Hospitality

Customer Service in Tourism and Hospitality

Golf Tourism

Golf Tourism

Customer Service in Tourism and Hospitality