TY  - BOOK
AU  - Noe,Francis P.
AU  - Uysal,Muzaffer
AU  - Magnini,Vincent P.
TI  - Tourist customer service satisfaction: an encounter approach 
SN  - 9780203852361 (ebk : PDF)
U1  - 910.688 
PY  - 2010///
CY  - New York
PB  - Routledge
KW  - Tourism
KW  - Management
KW  - Hospitality industry
KW  - Electronic books
KW  - lcsh
N1  - 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
UR  - https://ezproxy.taylors.edu.my/login?url=http://www.tandfebooks.com/isbn/978-0-415-57804-2
ER  -