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Useful for courses in sales and marketing in hospitality/travel, tourism, and customer service, this book discusses what employees in service business should and should not do when interacting with customers. It considers service from the perspective of those who deliver service and provides examples from the hospitality and tourism industries.

Tabla de contenidos provista por Syndetics

• Preface(p. xiii)
• Acknowledgments(p. xiv)
• Part 1 Introduction(p. 1)
• 1 What is Service?(p. 3)
• Objectives(p. 3)
• Key Terms(p. 3)
• Service(p. 4)
• The Importance of Service(p. 15)
• Myths About Service(p. 15)
• Summary(p. 17)
• Questions for Review(p. 18)
• Questions for Discussion(p. 18)
• References(p. 18)
• 2 Understanding the Service Product(p. 19)
• Objectives(p. 19)
• Key Terms(p. 19)
• Why Is Service Different from Retail?(p. 19)
• The Future of Service(p. 21)
• Why Is Service So Bad Today?(p. 22)
• Does Service Have a Chance?(p. 24)
• What It Will Take for Service to Succeed?(p. 25)
• Summary(p. 28)
• Questions for Review(p. 29)
• Questions for Discussion(p. 29)
• References(p. 29)
• 3 The Laws of Service(p. 30)
• Objectives(p. 30)
• Key Terms(p. 30)
• First Law of Service(p. 31)
• Second Law of Service(p. 35)
• Third Law of Service(p. 35)
• Summary(p. 37)
• Questions for Review(p. 37)
• Questions for Discussion(p. 37)
• References(p. 37)
• Part 2 The Service Environment: Roles and Relationships(p. 39)
• 4 The Players(p. 41)
• Objectives(p. 41)
• Key Terms(p. 41)
• The Customer(p. 42)
• The Company(p. 49)
• Summary(p. 56)
• Questions for Review(p. 57)
• Questions for Discussion(p. 57)
• 5 The Environment(p. 58)
• Objectives(p. 58)
• Key Terms(p. 58)
• Technological Forces(p. 59)
• Economic and Competitive Forces(p. 61)
• Social and Cultural Forces(p. 63)
• Political and Legal Forces(p. 67)
• Summary(p. 69)
• Questions for Review(p. 69)
• Questions for Discussion(p. 69)
• References(p. 70)
• 6 Company Responsibilities(p. 71)
• Objectives(p. 71)
• Key Terms(p. 71)
• Setting a Service Strategy(p. 72)
• Selecting and Training Service-Oriented People(p. 75)
• Designing and Implementing Customer-Friendly Systems(p. 77)
• Legal Responsibilities to Customers(p. 81)
• Responsibilities to Customer-Contact Employees(p. 82)
• Summary(p. 84)
• Questions for Review(p. 85)
• Questions for Discussion(p. 86)
• 7 Customer-Contact Employee Responsibilities(p. 87)
• Objectives(p. 87)
• Key Terms(p. 87)
• Proficiency(p. 88)
• Professionalism(p. 88)
• Pride(p. 90)
• Responsibilities to Customers(p. 91)
• Responsibilities to the Company(p. 93)
• Responsibilities to Co-Workers(p. 93)
• Responsibilities to Themselves(p. 93)
• Summary(p. 93)
• Questions for Review(p. 94)
• Questions for Discussion(p. 94)
• Part 3 Service Tools(p. 95)
• 8 System Tools(p. 97)
• Objectives(p. 97)
• Key Terms(p. 97)
• Hardware(p. 98)
• Software(p. 103)
• Summary(p. 117)
• Questions for Review(p. 118)
• Questions for Discussion(p. 118)
• 9 Interpersonal Communications(p. 120)
• Objectives(p. 120)
• Key Terms(p. 120)
• Reasons for Communication(p. 121)
• A Model for Communication(p. 123)
• The Communication Process(p. 125)
• Flows of Communication(p. 126)
• Formal versus Informal Communication(p. 127)
• Barriers to Effective Communication: How We Fail to Communicate(p. 129)
• Nonverbal Communication(p. 134)
• How to Improve Communications with Customers(p. 136)
• Special Problems in Communication(p. 141)
• Communicating with Angry Customers(p. 144)
• Summary(p. 149)
• Questions for Review(p. 150)
• Questions for Discussion(p. 150)
• 10 Personal Development(p. 151)
• Objectives(p. 151)
• Key Terms(p. 151)
• Understanding Personal Attitudes and Abilities(p. 152)
• Personal Growth and Development(p. 160)
• Summary(p. 166)
• Questions for Review(p. 167)
• Questions for Discussion(p. 167)
• References(p. 167)
• Part 4 Internal Service(p. 169)
• 11 Internal Customers and Suppliers(p. 171)
• Objectives(p. 171)
• Key Terms(p. 171)
• First Law of Internal Service(p. 173)
• Second Law of Internal Service(p. 174)
• Third Law of Internal Service(p. 175)
• How Do People Practice Internal Service?(p. 176)
• Summary(p. 178)
• Questions for Review(p. 179)
• Questions for Discussion(p. 179)
• 12 Principles and Practices of Internal Service: the Key to Quality(p. 180)
• Objectives(p. 180)
• Key Terms(p. 180)
• Service Practices: How to Get Improvement(p. 188)
• Summary(p. 192)
• Questions for Review(p. 192)
• Questions for Discussion(p. 193)
• Part 5 Application of Service Principles in Hospitality and Tourism(p. 195)
• 13 Classifying Service Organizations(p. 197)
• Objectives(p. 197)
• Key Terms(p. 197)
• Summary(p. 209)
• Questions for Review(p. 209)
• Questions for Discussion(p. 209)
• 14 Hotels(p. 210)
• Objectives(p. 210)
• Key Terms(p. 210)
• Overview(p. 211)
• Unique Problems(p. 212)
• Service Delivery Systems(p. 213)
• Questions for Review(p. 216)
• Questions for Discussion(p. 216)
• 15 Restaurants(p. 217)
• Objectives(p. 217)
• Key Terms(p. 217)
• Overview(p. 217)
• Unique Problems(p. 219)
• Service Delivery Systems(p. 220)
• Questions for Review(p. 223)
• Questions for Discussion(p. 223)
• 16 Air Transportation(p. 224)
• Objectives(p. 224)
• Key Terms(p. 224)
• Overview(p. 224)
• Unique Problems(p. 225)
• Service Delivery Systems(p. 227)
• Questions for Review(p. 230)
• Questions for Discussion(p. 230)
• 17 Cruise Lines(p. 231)
• Objectives(p. 231)
• Key Terms(p. 231)
• Overview(p. 231)
• Unique Problems(p. 232)
• Service Delivery Systems(p. 233)
• Questions for Review(p. 237)
• Questions for Discussion(p. 237)
• 18 Travel Agencies(p. 238)
• Objectives(p. 238)
• Key Terms(p. 238)
• Overview(p. 238)
• Unique Problems(p. 241)
• Service Delivery Systems(p. 243)
• Questions for Review(p. 245)
• Questions for Discussion(p. 245)
• Glossary(p. 246)
• Index(p. 261)