advanCes in tourism
FORThCOMINg Tourist Experience
Tourist Customer Service Satisfaction
Edited by Richard Sharpley and Philip R. Stone, both at University of Central Lancashire, UK
ourist Experience provides a focused analysis into tourist experiences that reflect their ever-increasing diversity and complexity, and their significance and meaning to tourists themselves. Written by leading international scholars, it offers new insights into emergent behaviours, motivations and sought meanings on the part of tourists based on five contemporary themes determined by current research activity in tourism experience: dark tourism experiences, experiencing poor places, sport tourism experiences, writing the tourist experience and researching tourist experiences: methodological approaches.
The book critically explores these experiences from multidisciplinary perspectives and includes case studies from a wide range of geographical regions. By analyzing these contemporary tourist experiences, the book will provide further understanding of the consumption of tourism.
Selected Contents: Section 1: Dark Tourism Experiences: Mediating Between Life and Death Section 2: Experiencing Poor Places: Introduction Section 3: Sport Tourism Experiences: Introduction Section 4: Writing the Tourist Experience: Introduction Section 5: Researching Tourist Experiences: Methodological Approaches
August 2010: 234 x 156: 330pp Hb: 978-0-415-57278-1: £90.00 eBook: 978-0-203-85594-2
For more information, visit: www.routledge.com/9780415572781
An Encounter Approach
Francis P Noe, retired from National Park Services, Muzaffer Uysal, University of South Carolina, USA and Vincent P. Magnini, Cornell University, USA
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer.
ourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets.
Selected Contents: 1. Defining Encounter Theory 2. Encountering Interactive Roles 3. Knowing the Customer Travel Role 4. Managing the Travel Situation 5. Positioning the Travel Provider 6. Appealing to the Travel and Provider Roles 7. Interacting Service Actions 8. Going Beyong Satisfaction to Loyalty 9. Where Do We Go From Here?
August 2010: 234 x 156: 256pp Hb: 978-0-415-57804-2: £85.00 eBook: 978-0-203-85236-1
For more information, visit: www.routledge.com/9780415578042
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