000 06878cam a2200625 i 4500
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
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020 _a9781787142787
_q(electronic bk.)
020 _a1787142787
_q(electronic bk.)
029 1 _aAU@
_b000061498010
035 _a(OCoLC)1009074811
037 _a1045730
_bMIL
050 4 _aG155.7
072 7 _aBUS
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072 7 _aBUS
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072 7 _aBUS
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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.
300 _a1 online resource
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
490 1 _aAdvances in culture, tourism and hospitality research ;
_vv. 14
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
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650 7 _aBUSINESS & ECONOMICS
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650 7 _aCustomer relations
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700 1 _aWoodside, Arch G.,
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830 0 _aAdvances in culture, tourism and hospitality research ;
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