TY  - BOOK
AU  - Hudson, Simon
AU  - Hudson, Louise
TI  - Customer service for hospitality and tourism
SN  - 978-1-908999-34-4
U1  - C 647.94068 H87c 
CY  - Oxford 
KW  - Hospital Industry
KW  - hospitality industry- customer services
KW  - Tourism
KW  - Tourism- Customer services
N2  - Provides 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  -