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· 제목 : Tourist Customer Service Satisfaction : An Encounter Approach (Hardcover)
· 분류 : 외국도서 > 경제경영 > 산업 > 호텔/관광
· ISBN : 9780415578042
· 쪽수 : 198쪽
· 출판일 : 2010-07-22
· 분류 : 외국도서 > 경제경영 > 산업 > 호텔/관광
· ISBN : 9780415578042
· 쪽수 : 198쪽
· 출판일 : 2010-07-22
목차
Chapter 1: Defining Encounter Theory Chapter 2: Encountering Interactive Roles Chapter 3: Knowing the Customer Travel Role Chapter 4: Managing the Travel Situation Chapter 5: Positioning the Travel Provider Chapter 6: Appealing to the Travel and Provider Roles Chapter 7: Interacting Service Actions Chapter 8: Going Beyong Satisfaction to Loyalty Chapter 9: Where Do We Go From Here?
