Noe, Francis P., 1939-
Tourist customer service satisfaction an encounter approach / [electronic resource] : Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini. - New York : Routledge, 2010. - 1 online resource (ix, 193 p.)
Includes bibliographical references (p. [168]-185) and index.
1. Defining encounter theory -- 2. Encountering interactive roles -- 3. Knowing the travel customer's role -- 4. Managing the travel situation -- 5. Positioning the travel provider -- 6. Appealing to the travel and provider roles -- 7. Nuances of interpersonal interactions -- 8. Going beyond satisfaction to loyalty -- 9. Where do we go from here?
Mode of access: World Wide Web.
9780203852361 (ebk : PDF)
Tourism--Management.
Hospitality industry--Management.
Hospitality industry--Management.
Electronic books.
910.688
Tourist customer service satisfaction an encounter approach / [electronic resource] : Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini. - New York : Routledge, 2010. - 1 online resource (ix, 193 p.)
Includes bibliographical references (p. [168]-185) and index.
1. Defining encounter theory -- 2. Encountering interactive roles -- 3. Knowing the travel customer's role -- 4. Managing the travel situation -- 5. Positioning the travel provider -- 6. Appealing to the travel and provider roles -- 7. Nuances of interpersonal interactions -- 8. Going beyond satisfaction to loyalty -- 9. Where do we go from here?
Mode of access: World Wide Web.
9780203852361 (ebk : PDF)
Tourism--Management.
Hospitality industry--Management.
Hospitality industry--Management.
Electronic books.
910.688