1st Edition
Tourist Customer Service Satisfaction An Encounter Approach
Chapter 1: Defining Encounter Theory Chapter 2: Encountering Interactive Roles Chapter 3: Knowing the Customer Travel Role Chapter 4: Managing the Travel Situation Chapter 5: Positioning the Travel Provider Chapter 6: Appealing to the Travel and Provider Roles Chapter 7: Interacting Service Actions Chapter 8: Going Beyong Satisfaction to Loyalty Chapter 9: Where Do We Go From Here?
Biography
Francis P. Noe Ph.D. is the retired Southeast Regional Social Scientist for the National Park Service, U.S. Dept. of Interior. His work focused on social satisfaction surveys and studies measuring the public’s perceptions, attitudes and values toward facilities, services and programs. The results not only provided applied information for NPS management but were relevant to the recreation and tourism industries.
Dr. Uysal, Professor of Tourism in the Department of Hospitality and Tourism Management – Pamplin College of Business at Virginia Polytechnic Institute and State University, has extensive experience in the travel and tourism field. He is a member of the International Academy for the Study of Tourism, the Academy of Leisure Sciences, and serves as co-editor of Tourism Analysis: an Interdisciplinary journal. In addition, he sits on the editorial boards of several journals, including Journal of Travel Research, and Annals of Tourism Research as resource editor. He received a number of awards for research, excellence in international education, and teaching excellence. His current research interests center on tourism demand/supply interaction, tourism development, and QOL research in tourism.
Vincent P. Magnini is an Assistant Professor of Hospitality Marketing (Ph.D., Old Dominion University), Department of Hospitality and Tourism Management, Virginia Polytechnic Institute and State University (Virginia Tech). He has significant expertise in the area of customer satisfaction in service settings, authoring or co-authoring numerous articles in hospitality, marketing, and management journals on the subject. He serves on the editorial boards of the Cornell Hospitality Quarterly and the Journal of Vacation Marketing. He has also received a number of awards for Research, Institutional Leadership Ability, and Teaching Excellence. His current research interests focus on blending marketing and strategic management theories with the intent of identifying opportunities for sustainable competitive advantage for hospitality and tourism firms.
