Table of Contents: Tourist customer service satisfaction

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Tourist customer service satisfaction an encounter approach /

Bibliographic Details
Main Author:	Noe, Francis P., 1939-
Other Authors:	Uysal, Muzaffer., Magnini, Vincent P.
Format:	Electronic
Language:	English
Published:	New York : Routledge, 2010.
Subjects:	Tourism > Management. Hospitality industry > Management. Electronic books.
Online Access:	View fulltext via EzAccess

Table of 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?