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Trade tales : decoding customers' stories /
To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original fir...
| Call Number: | Libro Electrónico |
|---|---|
| Other Authors: | |
| Format: | Electronic eBook |
| Language: | Inglés |
| Published: |
[Bingley, UK] :
Emerald Publishing,
2018.
|
| Edition: | First edition. |
| Series: | Advances in culture, tourism and hospitality research ;
v. 14. |
| Subjects: | |
| Online Access: | Texto completo |
Table of Contents:
- Machine generated contents note: ch. 1 Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / Tzung-Cheng (T.C.) Huan
- ch. 2 It Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan
- ch. 3 Hot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan
- ch. 4 Challenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan
- ch. 5 Why Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan
- ch. 6 Missing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan
- ch. 7 Decision-Making In Public Hospital During Economic Crisis / Tzung-Cheng (T.C.) Huan
- ch. 8 Show Must Go On! Resolving Customer Complaints In Events Management / Tzung-Cheng (T.C.) Huan
- ch. 9 Mistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / Tzung-Cheng (T.C.) Huan
- ch. 10 Transaction Error: Supplier's Mistake In the Transaction / Tzung-Cheng (T.C.) Huan
- ch. 11 Medical Insurance Mayhem: One Woman's Struggle for Information / Rouxelle De Villiers
- ch. 12 If It Ain't Broke: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers
- ch. 13 Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / Rouxelle De Villiers
- ch. 14 Clean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers
- ch. 15 Once and Future Fastfood King Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers
- ch. 16 If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / Po-Ju Chen
- ch. 17 To Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / Po-Ju Chen
- ch. 18 Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / Po-Ju Chen
- ch. 19 Out of Soup: Resolving Customer Complaints In Hospitality Management / Po-Ju Chen
- ch. 20 Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / Po-Ju Chen
- ch. 21 Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / Po-Ju Chen
- ch. 22 Front-Desk Agents Versus Flight Attendants
- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / Po-Ju Chen
- ch. 23 When In Rome
- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / Po-Ju Chen
- ch. 24 Life Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / Po-Ju Chen
- ch. 25 Strike Three. You're Out! Service Recovery In Retail Banking Services / Po-Ju Chen
- ch. 26 Noname Nightmare: Resolving Customer Complaints In Hospitality Management / Rouxelle De Villiers.