For courses in sales and marketing in hospitality/travel, tourism, and customer service, this book discusses specifically what employees in service business should and should not do when interacting with customers. The book considers service from the perspective of those who deliver service and provides a wealth of examples from the hospitality, travel, and tourism industries.
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Book Description Prentice Hall, 1993. Paperback. Book Condition: New. 1. Bookseller Inventory # DADAX0138089167
Book Description Pearson, 1993. Paperback. Book Condition: New. Bookseller Inventory # P110138089167
Book Description Prentice Hall. Book Condition: New. Brand New. Bookseller Inventory # 0138089167
Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97801380891601.0
Book Description Prentice Hall, 1994. Paperback. Book Condition: Brand New. 1st edition. 272 pages. 9.25x7.25x0.50 inches. In Stock. Bookseller Inventory # zk0138089167
Book Description Prentice Hall, 1993. Paperback. Book Condition: New. book. Bookseller Inventory # 0138089167
Book Description Prentice Hall, 1993. Book Condition: New. Brand new! Please provide a physical shipping address. Bookseller Inventory # 9780138089160
Book Description Prentice Hall, 1993. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: INTRODUCTION TO SERVICE. 1. Introduction to Service Industries. 2. Understanding the Service Product. 3. The Laws of Service. II. THE SERVICE ENVIRONMENT/ROLES & RELATIONSHIPS. 4. The Players. 5. The Environment. 6. Company Responsibilities. 7. Frontline Worker's Responsibilities. III. SERVICE TOOLS. 8. Systems Technologies ("Service Technologies"). 9. Interpersonal Communication Tools. 10. Personal Development Tools. IV. INTERNAL SERVICE. 11. Internal Customers and Suppliers. 12. Principles and Practices of Internal Service. V. UNDERSTANDING SERVICE APPLICATIONS. 13. Classifying Service Organizations. 14. Hospitality, Hotel. 15. Hospitality, Restaurant. 16. Travel, Air. 17. Travel & Tourism, Cruise. 18. Travel & Tourism, Travel Agency. Bookseller Inventory # ABE_book_new_0138089167