TY  - BOOK
AU  - Hudson,Simon
AU  - Hudson,Louise
TI  - Customer Service For Hospitality And Tourism 
SN  - 9781908999344 (pbk.) :
U1  - 647.940688 23
KW  - Hospitality industry
KW  - Customer services
KW  - Tourism
KW  - Travel and Tourism
KW  - ukslc
N1  - Includes QR codes; Includes bibliographical references and index
N2  - The 'whys' and 'hows' of 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  -