@book{38898,
	author = {Hudson, Simon},
	title = {Customer service for hospitality and tourism /},
	publisher = {Goodfellow Publishers,},
	year = {2013.},
	address = {Woodeaton, Oxford :},
	note = {Introduction to customer service -- The financial and behavioral impacts of customer service -- Understanding the consumer -- Developing and maintaining a service culture -- Managing service encounters -- The importance of market research -- Building and maintaining customer relationships -- Providing customer service through the servicescape -- The impact of technology on customer service -- The importance of service recovery -- Promoting customer service internally and externally -- Customer service training handbook.}
}