Customer service is of critical importance for the tourism and hospitality sector now more than ever before as customers are looking to increase value for money and are less forgiving of mediocre service. However, despite its importance, quality customer service is the exception rather than the norm in many parts of the world. 'Customer Service for hospitality and tourism: the lost art' is a unique text and vital to both students and practitioners as it explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows' of customer service. It is easy to read, very current, and full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. Key features include: * An 'At Your Service' Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. * Each chapter contains a 'Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. * Detailed international 'Case Studies', which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai. Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina. He has held previous academic positions at universities in Canada and England, and has worked as a visiting professor in Austria, Switzerland, Spain, Fiji, New Zealand, the United States, and Australia. Louise Hudson is a freelance journalist living in South Carolina (www tourismgurus com). She has collaborated with Dr Hudson on many of his books and research projects and co-wrote Golf Tourism with him. Originally trained in journalism in England, she now writes for many publications including the LA Times, Dallas Morning News, Canada's Globe and Mail and Dreamscapes Magazine, Calgary Sun, Calgary Herald and and BC Inn Focus magazine among others.

Customer Service for Hospitality and Tourism

Business & Money

Simon Hudson

Louise Hudson

Industries

Goodfellow Publishers Limited

* State of the art reviews of sub fields of tourism - must-have information by experts in their field; * Each review is a multi-dimensional 'one-stop shop' of information, equipping the reader with all they need to learn about each topic, saving valuable research time; * Each review is available for purchase as an individual download from Goodfellow publisher'S website and includes hyperlinks and interactive web features. Contemporary Tourism Review volume 1 is the first in the series of annual publications. Containing 10 reviews, each provides critical, state of the art and authoritative coverage of the sub-fields and related topics of tourism, written by leading thinkers and academics in the field. Each review is analytical, readable and sometimes controversial account of the development of the literature in each sub-field of tourism. They cover the development of the field - the key milestones, literature, events and writers to deliver the reader with the current state of the art and a clear legible map of the field, emerging issues and a future focussed agenda as well as an extensive reference list.

Contemporary Tourism Reviews

How to Buy and Manage Your Own Hotel

* User friendly, practical and informative - written by industry experts; * Provides a clear toolkit and action plan for those looking to make the leap into ownership - from getting the finance in place to successfully marketing and staffing the business; * Case study examples with practical advice from industry experts who have done it' themselves. Hotel keeping is an arduous profession. It needs technical, managerial, marketing and economic expertise; what's more, it demands total commitment. This book provides the complete purchasing toolkit. It removes all the complications and mystique and guides readers around the pitfalls of ownership, saving much heartache and expense. 'How to Buy and Manage Your Own Hotel' takes readers step by step from the time of their initial interest in buying a hotel to the day they take over - and beyond. Complete with sound bites and advice from industry experts who have first-hand experience of ownership, it unravels the purchase process - and much, much more: * Why location is key - and how to use the business agent to maximum effect; * What type of hotel to buy - and where; why franchising is so important; * Raising the finance and the critical importance of understanding the accounts; * Why good marketing will dictate your success - and how to take advantage of social media; * How to lead, motivate and communicate with your staff - your biggest challenge!

Quest

Business Development & Entrepreneurship

* User friendly, practical and informative - written by industry experts; * Provides a clear toolkit and action plan for those looking to make the leap into ownership - from getting the finance in place to successfully marketing and staffing the business; * Case study examples with practical advice from industry experts who have done it' themselves. Hotel keeping is an arduous profession. It needs technical, managerial, marketing and economic expertise; what's more, it demands total commitment. This book provides the complete purchasing toolkit. It removes all the complications and mystique and guides readers around the pitfalls of ownership, saving much heartache and expense. 'How to Buy and Manage Your Own Hotel' takes readers step by step from the time of their initial interest in buying a hotel to the day they take over - and beyond. Complete with sound bites and advice from industry experts who have first-hand experience of ownership, it unravels the purchase process - and much, much more: * Why location is key - and how to use the business agent to maximum effect; * What type of hotel to buy - and where; why franchising is so important; * Raising the finance and the critical importance of understanding the accounts; * Why good marketing will dictate your success - and how to take advantage of social media; * How to lead, motivate and communicate with your staff - your biggest challenge!

A review of the First Edition said "This excellent presentation gives a detailed history of the development and scientific principles behind the Oxford mobile bearing unicompartmental knee replacement. The elegant prose makes it very readable and the book presents a comprehensive review of the implant with good illustrations. With nearly a million knee arthroplasties being performed worldwide per annum and the possibility of up to a third of these cases being eligible for unicompartmental replacement, this is an important document. The work provides an excellent bibliography and the accompanying DVD is essential viewing for all knee surgeons involved in unicompartmental prosthetic arthroplasty." Journal of Bone and Joint Surgery, Vol 89-B (2), 2007, p. 283. The Second Edition of the book traces the 40 year development by surgeons and engineers in Oxford of a unique method of unicompartmental knee replacement with the 'Oxford Knee' prosthesis. The challenge to the surgeon is to replace the damaged surfaces of the arthritic joint so effectively that the soft tissues of the whole joint and the surfaces of the other compartments can resume all their physiological functions, a more difficult task than total knee replacements confront. As a user's guide, the book allows the surgeon to gain a good understanding of the biomechanics of the normal knee, of the pathological anatomy of unicompartmental arthritis, and the rationale of the design of instruments and implants. The outcome of the operation depends greatly on choice of the right patient and exact implantation of the prosthesis, subjects that are dealt with exhaustively. The reader can use this book as an adjunct to the implant specific instructional courses available. Additionally this Second Edition describes additional clinical evidence published up to mid-2016, and gives a more detailed description of the biomechanics of the natural and replaced knee together with the use of the new Microplasty instruments and the Domed Lateral operation. The book also provides long-term data on wear and revision rates for the Oxford Knee and covers common questions asked and the problems confronted by users.

Unicompartmental Arthroplasty with the Oxford Knee

Medical Books

David Murray

Christopher Dodd

John Goodfellow

John, O'Connor

Hemant Pandit

Medicine

Managing a global business introduces particular challenges; managers must decide whether to standardize and centralize or to devolve key decisions to local markets, how to handle performance management, talent management and a range of other concerns. In this core text a range of leading experts present an introduction to management in a global context. Covering the major management disciplines, Introducing Management in a Global Context provides an introductory overview of key topic areas and to glimpse the latest research in domains such as strategy, technology and change, economics and development, politics and the social world, marketing, ethics and corporate decision making. To help support their learning, readers have access to a range of online resources including chapter-by-chapter multiple choice questions which will enable them to assess how well they have grasped individual chapters. The text also features a range of supplementary readings, in text exercises and cases/examples to help bring concepts to life. Understanding the content and context of this book will help shape you as a globally oriented manager. Includes: * In text exercises and end of chapter review questions with 'solutions'; * PowerPoint slide sets for each chapter, suitable for 2 hours teaching; * Exemplar papers for each topic area to encourage further reading and research * "Who to Read" summaries at the end of each chapter identifying leading thinkers in the field; * MCQs which could be used for class test or self-assessment purposes to enhance student learning. Kevin O'Gorman is Professor of Management and Business History and Head of Business Management in the School of Languages and Management in Heriot-Watt University, Edinburgh. He trained in Glasgow, Salamanca and Rome as a philosopher, theologian and historian. His research interests have a dual focus: Origins, history and cultural practices of hospitality, and philosophical, ethical and cultural underpinnings of contemporary management practices. Using a wide range of methodological approaches he has published over 80 journal articles, books, chapters, and conference papers in business and management studies. Robert MacIntosh is Professor of Strategy and Head of the School of Management and Languages at Heriot-Watt University. He trained as an engineer and has worked at the Universities of Glasgow and Strathclyde. His research on the ways in which top teams develop strategy and on organizational change has been published in a wide range of outlets. He has a long-standing interest in research methods for business and management studies and has published on the relevance of management research using methods that include ethnography and action research. He has consulted extensively with public and private sector organizations and sits on the board of the charity Turning Point Scotland.

Introducing Management in a Global Context (Global Management)

Kevin O'Gorman

Robert MacIntosh

Management & Leadership

Covering the major management disciplines, Introducing Management in a Global Context provides an introductory overview of key topic areas and to glimpse the latest research in domains such as strategy, technology and change, economics and development, politics and the social world, marketing, ethics and corporate decision making.

Introducing Management in a Global Context

Research Methods for Business and Management: A Guide to Writing Your Dissertation

This updated and revised edition offers a comprehensive overview of key research methods and the main choices available when undertaking research in business and management. New to this edition is a comprehensive, practical guide on how to write your dissertation - invaluable to all. It is a clear, concise and practical guide containing wealth of outstanding examples for each method covered. Central to this edition is the 'methods map' (chapter 4), which sets out a logical process for researchers to articulate their position in relation to five key aspects of their research philosophy. In addition, the editors have developed a free app to accompany the book and this enables novice researchers to quickly develop a comprehensive justification of their particular research design in an interactive way. Taking you through the entire life cycle of a dissertation, the text covers everything from the purposes of research through to chapters on gathering primary and secondary data; using literature; quantitative and qualitative research; managing your research; using data and research ethics. Individual chapters are allied to a powerful critical commentary showing how some of the world's leading scholars have used particular methods in their own research. Carefully constructed to achieve the greatest clarity for the student the text gives the reader: * In-text exercises * End of chapter' review questions with solutions * Exemplar papers identified and discussed for each of the main methods *Directed further reading for developing understanding in key areas It is an essential learning aid for upper level undergraduates and postgraduates across a wide range of business and management courses and it comes with a range of supported learning materials including tutorials, lecture slides and tutor notes. Kevin O'Gorman is Professor of Management and Business History and Head of Business Management in the School of Languages and Management in Heriot-Watt University, Edinburgh. He trained in Glasgow, Salamanca and Rome as a philosopher, theologian and historian. His research interests have a dual focus: Origins, history and cultural practices of hospitality, and philosophical, ethical and cultural underpinnings of contemporary management practices. Using a wide range of methodological approaches he has published over 80 journal articles, books, chapters, and conference papers in business and management studies. Robert MacIntosh is Professor of Strategy and Head of the School of Management and Languages at Heriot-Watt University. He trained as an engineer and has worked at the Universities of Glasgow and Strathclyde. His research on the ways in which top teams develop strategy and on organizational change has been published in a wide range of outlets. He has a long-standing interest in research methods for business and management studies and has published on the relevance of management research using methods that include ethnography and action research. He has consulted extensively with public and private sector organizations and sits on the board of the charity Turning Point Scotland.

This updated and revised edition offers a comprehensive overview of key research methods and the main choices available when undertaking research in business and management. New to this edition is a comprehensive, practical guide on how to write your dissertation - invaluable to all. It is a clear, concise and practical guide containing wealth of outstanding examples for each method covered. Central to this edition is the 'methods map' (chapter 4), which sets out a logical process for researchers to articulate their position in relation to five key aspects of their research philosophy. In addition, the editors have developed a free app to accompany the book and this enables novice researchers to quickly develop a comprehensive justification of their particular research design in an interactive way. Taking you through the entire life cycle of a dissertation, the text covers everything from the purposes of research through to chapters on gathering primary and secondary data; using literature; quantitative and qualitative research; managing your research; using data and research ethics. Individual chapters are allied to a powerful critical commentary showing how some of the world's leading scholars have used particular methods in their own research. Carefully constructed to achieve the greatest clarity for the student the text gives the reader: * In-text exercises * End of chapter' review questions with solutions * Exemplar papers identified and discussed for each of the main methods *Directed further reading for developing understanding in key areas It is an essential learning aid for upper level undergraduates and postgraduates across a wide range of business and management courses and it comes with a range of supported learning materials including tutorials, lecture slides and tutor notes. Kevin O'Gorman is Professor of Management and Business History and Head of Business Management in the School of Languages and Management in Heriot-Watt University, Edinburgh. He trained in Glasgow, Salamanca and Rome as a philosopher, theologian and historian. His research interests have a dual focus: Origins, history and cultural practices of hospitality, and philosophical, ethical and cultural underpinnings of contemporary management practices. Using a wide range of methodological approaches he has published over 80 journal articles, books, chapters, and conference papers in business and management studies. Robert MacIntosh is Professor of Strategy and Head of the School of Management and Languages at Heriot-Watt University. He trained as an engineer and has worked at the Universities of Glasgow and Strathclyde. His research on the ways in which top teams develop strategy and on organizational change has been published in a wide range of outlets. He has a long-standing interest in research methods for business and management studies and has published on the relevance of management research using methods that include ethnography and action research. He has consulted extensively with public and private sector organizations and sits on the board of the charity Turning Point Scotland.

Focus on World Festivals: Contemporary Case Studies and Perspectives

Focus on World Festivals: Contemporary case studies and perspectives provides the reader with a contemporary overview of festival activity from around the world based on over 30 case studies drawn from every continent. Through its case-study focus this book can be utilised in several ways; to examine different types and genres of festivals across the world; to consider in detail specific festivals in specific contexts; to look at management and organisational issues in festival provision, and to illustrate debates and theories pertaining to festivals throughout the world. This book is a companion to 'Focus on Festivals', it is written by a varied mix of academics, practitioners and cultural commentators. It expands many of the central themes and issues to reach a global understanding of festivals. The key themes this book discusses are: 
* The nature of festivals, festivalisation and the growth of festival provision around the world
 * Interest in festival's potential economic, social, place-making and political impacts 
* Festivals as 'glocal' players 
* The relationship between festivals and tourism 
 * The management and business of festivals in different locations responding to differing social, political and market contexts 
 * The role of festivals in identity making 
 *Festivals as sites of participation, co-creation and experiences 
 It is a dynamic and indispensable text for students in arts and festivals management, events, tourism, creative industries, cultural and public policy, music industry and management courses as well as for festival and events managers, public authorities and existing and potential sponsors. Through the variety of festivals illustrated in this book, the reader will discover that much about the nature of festivals crosses borders, they are a recognisable and growing part of societal and cultural delivery around the globe; their impacts, economic, social and cultural are a major driver in their development; their popularity with audiences, arts organisations and performers is undiminished in this ever-expanding cultural phenomenon of festivals.

Travel

Chris Newbold

Jennie Jordan

Specialty Travel

See the best price to sell, buy or rent books by the Goodfellow Publishers Limited publisher. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Goodfellow Publishers Limited

See the best price to sell, buy or rent books by the Goodfellow Publishers Limited publisher. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Customer Service for Hospitality and Tourism

Contemporary Tourism Reviews

How to Buy and Manage Your Own Hotel

How to Buy and Manage Your Own Hotel

Unicompartmental Arthroplasty with the Oxford Knee

Introducing Management in a Global Context (Global Management)

Introducing Management in a Global Context

Research Methods for Business and Management: A Guide to Writing Your Dissertation

Research Methods for Business and Management: A Guide to Writing Your Dissertation

Focus on World Festivals: Contemporary Case Studies and Perspectives