Vincent Magnini's Books

Tourist Customer Service Satisfaction

An Encounter Approach

By: Francis Noe,Muzaffer Uysal,Vincent Magnini

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Tourist Customer Service Satisfaction

An Encounter Approach

By: Francis Noe,Muzaffer Uysal,Vincent Magnini

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. Tourist 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. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

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Page Count

452

Publisher

Routledge

Published Date

ISBN 10

1136975977

ISBN 13

9781136975974

A Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

By: Vincent P. Magnini,Carol J. Simon

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A Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

By: Vincent P. Magnini,Carol J. Simon

This book presents techniques that reflect the vast and varied experience of the authors. They have produced an array of highly effective guest satisfaction techniques from which even the most veteran hoteliers can learn and benefit. With this practical, easy-to-use book, there is no need to sift through pages of narratives in order to identify act

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Page Count

258

Publisher

CRC Press

Published Date

ISBN 10

1771883499

ISBN 13

9781771883498

Surprise!

The Secret to Customer Loyalty in the Service Sector

By: Vincent P. Magnini

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Surprise!

The Secret to Customer Loyalty in the Service Sector

By: Vincent P. Magnini

Modern consumers are being bombarded with in-formation from every angle. They can’t handle it and, consequently, tune out large portions of the information. Consumers, therefore, often enter service transactions with predetermined men-tal scripts regarding how they predict the trans-actions will transpire and are not paying close attention. In order to gain their full attention, firms must find ways to surprise consumers dur-ing transactions; that is, firms must spawn mental script deviations for them. Research indicates that these script deviations can cement consumer loyalty. This book details how to create a surprise culture in a service firm. Because a consumer can only be “surprised” by a given tactic one time and surprise ideas can be copied by competitors, a firm with a culture that generates and implements a constant stream of surprise tactics is one that has the higher edge in achieving success in the modern envi-ronment of information overload.

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Page Count

131

Publisher

Business Expert Press

Published Date

ISBN 10

1631571036

ISBN 13

9781631571039

Strategic Management for the Hospitality and Tourism Industry

Developing a Competitive Advantage

By: Vincent Sabourin

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Strategic Management for the Hospitality and Tourism Industry

Developing a Competitive Advantage

By: Vincent Sabourin

This vital volume clearly explains cutting-edge theories and views on strategic management in applied management fundamentals in the hospitality and tourism industry. The author discusses the latest in strategic thinking and provides information on implementing models within specific contexts, such as culture and profit and nonprofit organizations. He also looks at the political, economic, social, and technological changes that significantly affect tourism and hospitality. The volume is distinguished by its thoughtful analysis and review of related hospitality case studies and the management approaches employed and sheds light on ever-the emerging management and operation issues in the tourism and hospitality sector. The book employs an abundance of case studies that illustrate the concepts and models discussed, with examples from such heavyweights in the industry as Disney and Euro Disney, Aer Lingus, British Airways, Four Seasons, Holiday Inn, Marriot, Sofitel, Starwood Hotels, and more. Key features of the book include: Cutting-edge approach: Applies advanced and recent strategic management views to the tourism and hospitality field. Critical treatment: Provides critical discussions about whether and how strategic models/theories can be applied in the hospitality and tourism field. Sensitive to specific contexts: As the tourism and hospitality industry has become one of the largest industries worldwide, discusses how strategic management concepts can be applied in different cultures and profit and nonprofit tourism organizations. Extensive case studies: Provides supporting case studies related to the strategy content, context, and process from international industries such as Aer Lingus, Accor, Marriott and Ryanair. Organization of the book: Each of the chapters within the case study sections employs a thorough pedagogic structure consisting of a concise introduction, examples and case analysis, discussion points, exercises, and further reading. This book is designed to provoke thought and debate about strategic management and myriad other issues. It will be valuable for students, academics, universities offering hospitality and tourism, and hospitality and tourism professionals.

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Page Count

214

Publisher

CRC Press

Published Date

ISBN 10

1000215989

ISBN 13

9781000215984

The Bearer of Crazed and Venomous Fangs

Popular Myths and Learned Delusions Regarding the Bite of the Mad Dog

By: Vincent DiMarco

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The Bearer of Crazed and Venomous Fangs

Popular Myths and Learned Delusions Regarding the Bite of the Mad Dog

By: Vincent DiMarco

For centuries prior to the development of an effective vaccination against rabies, the bite of a mad dog was linked to a horrific ailment marked by convulsions, an utter dread of swallowing liquids, uncontrollable thrashing, and even the tendency to bark and attempt to bite othersa horrid prelude to an agonizing death. Drawing on learned theories of medical practitioners and beliefs of the common people, The Bearer of Crazed and Venomous Fangs investigates the cultural mythology of the ailment known today as rabies. By exploring the cultural history of science, traditional belief, and folk medicine, it reveals the popular myths and learned delusions that came to define the disease. Among the arresting topics explored are the attribution of rabies to a worm beneath the tongue, the notion that the disease could arise spontaneously, the idea that it could be cured by the application to the wound of special stones or animal parts, and, if all else failed, the treatment of it by the suffocation of the human victim. Rich in detail and brimming with historical intrigue, The Bearer of Crazed and Venomous Fangs engages students of medicine and the history of science, veterinary studies, folklore, psychology, and anyone interested in how mankinds best friend could be thought of as its cruelest, fiercest enemy.

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Page Count

332

Publisher

iUniverse

Published Date

ISBN 10

1491718943

ISBN 13

9781491718940

Tourist Customer Service Satisfaction

An Encounter Approach

By: Francis Noe,Muzaffer Uysal,Vincent Magnini

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Tourist Customer Service Satisfaction

An Encounter Approach

By: Francis Noe,Muzaffer Uysal,Vincent Magnini

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Page Count

204

Publisher

Routledge

Published Date

ISBN 10

1136975985

ISBN 13

9781136975981

Surprise!

The Secret to Customer Loyalty in the Service Sector

By: Vincent P. Magnini

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Surprise!

The Secret to Customer Loyalty in the Service Sector

By: Vincent P. Magnini

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Solve jigsaw puzzle

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Page Count

131

Publisher

Business Expert Press

Published Date

ISBN 10

1631571036

ISBN 13

9781631571039

A Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

By: Vincent P. Magnini,Carol J. Simon

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A Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

By: Vincent P. Magnini,Carol J. Simon

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Page Count

258

Publisher

CRC Press

Published Date

ISBN 10

1771883499

ISBN 13

9781771883498

Tourist Customer Service Satisfaction

An Encounter Approach

By: Francis Noe,Department of Hospitality and Tourism Management Muzaffer Uysal, PH.D.,Muzaffer Uysal

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Tourist Customer Service Satisfaction

An Encounter Approach

By: Francis Noe,Department of Hospitality and Tourism Management Muzaffer Uysal, PH.D.,Muzaffer Uysal

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. Tourist 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. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

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Solve jigsaw puzzle

Age

Page Count

198

Publisher

Routledge

Published Date

ISBN 10

113888071X

ISBN 13

9781138880719

Book's by Vincent Magnini

Tourist Customer Service Satisfaction

Tourist Customer Service Satisfaction

A Hotel Manager's Handbook

A Hotel Manager's Handbook

Surprise!

Surprise!

Strategic Management for the Hospitality and Tourism Industry

Strategic Management for the Hospitality and Tourism Industry

The Bearer of Crazed and Venomous Fangs

The Bearer of Crazed and Venomous Fangs

Tourist Customer Service Satisfaction

Tourist Customer Service Satisfaction

Surprise!

Surprise!

A Hotel Manager's Handbook

A Hotel Manager's Handbook

Tourist Customer Service Satisfaction

Tourist Customer Service Satisfaction

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