Customer service for hospitality and tourism

Includes bibliographical references and index.

The fourth edition of this book – like the first and second - is easy to read, very current, and full of references to all the latest research. It contains brand new material on issues surrounding sustainability and AI in the context of customer services, as well three brand new cases associated with these topics and a brand new chapter on Customer service and sustainability covering topics such as: The role of customer service in promoting sustainability; How sustainable practices lead to customer loyalty; How service quality perception affects the authenticity of sustainability initiatives; and three new case studies showing customer service and sustainability in practice. [Publisher's text].

First ed. 2013

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