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Author: Piyush Sharma
Publisher: Springer
ISBN: 3319919415
Category : Business & Economics
Languages : en
Pages : 105
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Book Description
This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.
Author: Piyush Sharma
Publisher: Springer
ISBN: 3319919415
Category : Business & Economics
Languages : en
Pages : 105
Get Book Here
Book Description
This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.
Author: Erdogan Koc
Publisher: CABI
ISBN: 1786390671
Category : Business & Economics
Languages : en
Pages : 246
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Book Description
Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677
Author: Miriam Firth
Publisher: Channel View Publications
ISBN: 1845417291
Category : Business & Economics
Languages : en
Pages : 292
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Book Description
This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.
Author: Vincent Ribiere
Publisher: Academic Conferences Limited
ISBN: 1909507008
Category : Business & Economics
Languages : en
Pages : 470
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Book Description
Author: Jan Hendrik Schumann
Publisher: Springer Science & Business Media
ISBN: 3834983799
Category : Business & Economics
Languages : en
Pages : 291
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Book Description
The dramatic increase in global trade confronts service firms with the challenge of adapting their services to the varying requirements of customers in different cultures. Jan H. Schumann focuses on three relationship marketing issues that are of relevance for both academics and practitioners: the establishment of trusting customer relationships, customer co-production, and the effect of word-of-mouth referrals.
Author: Harlan E. Spotts
Publisher: Springer
ISBN: 331911848X
Category : Business & Economics
Languages : en
Pages : 314
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Book Description
Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2003 Academy of Marketing Science (AMS) Annual Conference held in Washington, D.C., entitled Creating and Delivering Value in Marketing.
Author: Vincent Ribière and Lugkana Worasinchai
Publisher: Academic Conferences and publishing limited
ISBN: 1910810738
Category : Business & Economics
Languages : en
Pages : 471
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Book Description
Author: Christiansen, Bryan
Publisher: IGI Global
ISBN: 1522522514
Category : Business & Economics
Languages : en
Pages : 523
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Book Description
Optimal development of contemporary businesses is dependent on a number of factors. By creating novel frameworks for organizational behavior, effective competitive advantage can be achieved. The Handbook of Research on Organizational Culture and Diversity in the Modern Workforce is a comprehensive reference source for the latest scholarly content on components and impacts on effecting culturally diverse workplace environments. Highlighting a range of pertinent topics such as emotional intelligence, human resources, and work-life balance, this publication is ideally designed for managers, professionals, researchers, students, and academics interested in emerging perspectives on organizational development.
Author: Omar Moufakkir
Publisher: CABI
ISBN: 1780640218
Category : Business & Economics
Languages : en
Pages : 280
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Book Description
Most tourism theories have been developed from the tourists' perspective and focus on the Anglo-American experience. This unique book for researchers and students of tourism is the first to look at the host gaze; how it is constructed, how it has developed, how it varies between countries and how the tourism industry can affect it. By looking at the gazes of both Western and non-Western hosts, this book analyses the consequences such a gaze can have upon the tourist.
Author: Wolfgang Arlt
Publisher: Routledge
ISBN: 1134215991
Category : Business & Economics
Languages : en
Pages : 318
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Book Description
The book analyzes the history and development of Chinese international travelling, the politics and economics behind the upsurge, and the background of the travellers. Experts on key destinations offer their first hand experiences of Chinese outbound tourism.
