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Tourist customer service satisfaction [electronic resource] : an encounter approach / Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini.

By: Noe, Francis P, 1939-.
Contributor(s): Uysal, Muzaffer | Magnini, Vincent P.
Publisher: New York : Routledge, 2010Description: 1 online resource (ix, 193 p.).ISBN: 9780203852361 (ebk : PDF).Subject(s): Tourism -- Management | Hospitality industry -- Management | Hospitality industry -- ManagementGenre/Form: Electronic books.Additional physical formats: No title; No titleDDC classification: 910.688 Online resources: An electronic book accessible through the World Wide Web; Also available in print edition.
Contents:
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?
Item type Current location Call number Status Notes Date due Barcode
Main Collection Taylor's Library - Perpetual(TU)
910.688 (Browse shelf) e-book SHTEx,70005,03,CL,PPT

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?

Also available in print edition.

Mode of access: World Wide Web.