For courses in sales and marketing in hospitality/travel, tourism, and customer service, this book discusses specifically what employees in service business should and should not do when interacting with customers. The book considers service from the perspective of those who deliver service and provides a wealth of examples from the hospitality, travel, and tourism industries.

• discusses differences in expectation among different.

• presents service from the standpoint of the employee, not just from management's perspective.

• focuses on the need for employees to understand the importance of providing exceptional service in a competitive business environment.

INTRODUCTION TO SERVICE.

II. THE SERVICE ENVIRONMENT/ROLES & RELATIONSHIPS.

III. SERVICE TOOLS.

IV. INTERNAL SERVICE.

V. UNDERSTANDING SERVICE APPLICATIONS.

Customer Service (Hospitality)
Hospitality Sales and Marketing (Hospitality)

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Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students contact your Pearson Higher Education representative.