000 | 06878cam a2200625 i 4500 | ||
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001 | on1009074811 | ||
003 | OCoLC | ||
005 | 20220712062944.0 | ||
006 | m o d | ||
007 | cr |n||||||||| | ||
008 | 171103s2018 enk ob 001 0 eng d | ||
040 |
_aIDEBK _beng _epn _cIDEBK _dN$T _dCNCGM _dOCLCF _dMCW _dYDX _dUPM _dOCLCQ _dINT _dOCLCQ _dH9Z _dOCLCQ _dOL$ _dOCLCQ _dOCLCO _dAUW _dOCLCQ _dOCLCO |
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020 |
_a9781787142787 _q(electronic bk.) |
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020 |
_a1787142787 _q(electronic bk.) |
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029 | 1 |
_aAU@ _b000061498010 |
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035 | _a(OCoLC)1009074811 | ||
037 |
_a1045730 _bMIL |
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050 | 4 | _aG155.7 | |
072 | 7 |
_aBUS _x070000 _2bisacsh |
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072 | 7 |
_aBUS _x018000 _2bisacsh |
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072 | 7 |
_aBUS _x081000 _2bisacsh |
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082 | 0 | 4 |
_a338.4/791 _223 |
049 | _aMAIN | ||
245 | 0 | 0 |
_aTrade tales : _bdecoding customers' stories / _cedited by Arch G. Woodside. |
250 | _aFirst edition. | ||
264 | 1 |
_a[Bingley, UK] : _bEmerald Publishing, _c2018. |
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300 | _a1 online resource | ||
336 |
_atext _btxt _2rdacontent |
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337 |
_acomputer _bc _2rdamedia |
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338 |
_aonline resource _bcr _2rdacarrier |
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490 | 1 |
_aAdvances in culture, tourism and hospitality research ; _vv. 14 |
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588 | 0 | _aOnline resource; title from PDF title page (EBSCO, viewed November 16, 2017). | |
504 | _aIncludes bibliographical references and index. | ||
520 | _aTo 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 first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive. | ||
505 | 0 | 0 |
_gMachine generated contents note: _gch. 1 _tCustomer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / _rTzung-Cheng (T.C.) Huan -- _gch. 2 _tIt Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / _rTzung-Cheng (T.C.) Huan -- _gch. 3 _tHot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / _rTzung-Cheng (T.C.) Huan -- _gch. 4 _tChallenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / _rTzung-Cheng (T.C.) Huan -- _gch. 5 _tWhy Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / _rTzung-Cheng (T.C.) Huan -- _gch. 6 _tMissing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / _rTzung-Cheng (T.C.) Huan -- _gch. 7 _tDecision-Making In Public Hospital During Economic Crisis / _rTzung-Cheng (T.C.) Huan -- _gch. 8 _tShow Must Go On! Resolving Customer Complaints In Events Management / _rTzung-Cheng (T.C.) Huan -- _gch. 9 _tMistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / _rTzung-Cheng (T.C.) Huan -- _gch. 10 _tTransaction Error: Supplier's Mistake In the Transaction / _rTzung-Cheng (T.C.) Huan -- _gch. 11 _tMedical Insurance Mayhem: One Woman's Struggle for Information / _rRouxelle De Villiers -- _gch. 12 _tIf It Ain't Broke: Resolving Customer Complaints In Hospitality Management / _rRouxelle De Villiers -- _gch. 13 _tDreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / _rRouxelle De Villiers -- _gch. 14 _tClean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / _rRouxelle De Villiers -- _gch. 15 _tOnce and Future Fastfood King Resolving Customer Complaints In Hospitality Management / _rRouxelle De Villiers -- _gch. 16 _tIf A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / _rPo-Ju Chen -- _gch. 17 _tTo Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / _rPo-Ju Chen -- _gch. 18 _tWowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / _rPo-Ju Chen -- _gch. 19 _tOut of Soup: Resolving Customer Complaints In Hospitality Management / _rPo-Ju Chen -- _gch. 20 _tDilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / _rPo-Ju Chen -- _gch. 21 _tCan Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / _rPo-Ju Chen -- _gch. 22 _tFront-Desk Agents Versus Flight Attendants -- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / _rPo-Ju Chen -- _gch. 23 _tWhen In Rome -- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / _rPo-Ju Chen -- _gch. 24 _tLife Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / _rPo-Ju Chen -- _gch. 25 _tStrike Three. You're Out! Service Recovery In Retail Banking Services / _rPo-Ju Chen -- _gch. 26 _tNoname Nightmare: Resolving Customer Complaints In Hospitality Management / _rRouxelle De Villiers. |
590 |
_aeBooks on EBSCOhost _bEBSCO eBook Subscription Academic Collection - Worldwide |
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650 | 0 |
_aTourism _xResearch. _9172504 |
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650 | 0 |
_aCustomer services _xResearch. _91176897 |
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650 | 0 |
_aCustomer relations _xManagement. |
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650 | 6 |
_aService à la clientèle _xRecherche. _91176898 |
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_aBUSINESS & ECONOMICS _xIndustries _xGeneral. _2bisacsh |
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_aBUSINESS & ECONOMICS _xCustomer Relations. _2bisacsh _9926709 |
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_aBUSINESS & ECONOMICS _xIndustries _xHospitality, Travel & Tourism. _2bisacsh _9849834 |
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_aCustomer relations _xManagement. _2fast _0(OCoLC)fst00885539 |
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650 | 7 |
_aTourism _xResearch. _2fast _0(OCoLC)fst01153199 _9172504 |
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655 | 4 | _aElectronic books. | |
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_aWoodside, Arch G., _eeditor. _9158758 |
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_aAdvances in culture, tourism and hospitality research ; _vv. 14. _9290099 |
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