Friday, October 5, 2012

Have you ever wondered why customer service is the exception rather than the norm? Why is it that some companies like Disney, Four Seasons and Virgin get it right, when so many others fail? A new book about customer service in the tourism and hospitality sector by Simon Hudson answers these questions and more. Given the critical importance of customer service for this sector, it is remarkable that this is the first comprehensive text that deals with this important topic. The book will be useful for 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. The book is easy to read, very current, and full of references to all the latest research from both academic and practitioner literature. The book called  “Customer Service for Hospitality and Tourism” is co-authored by Dr. Hudson's travel-writer wife Louise, and will be available to purchase through Goodfellow Publishers in the U.K.