Vincent P. Magnini's Books

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

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

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

204

Publisher

Routledge

Published Date

ISBN 10

1136975985

ISBN 13

9781136975981

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

452

Publisher

Routledge

Published Date

ISBN 10

1136975977

ISBN 13

9781136975974

Book's by Vincent P. Magnini

Surprise!

Surprise!

A Hotel Manager's Handbook

A Hotel Manager's Handbook

Tourist Customer Service Satisfaction

Tourist Customer Service Satisfaction

Tourist Customer Service Satisfaction

Tourist Customer Service Satisfaction

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