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CAB eBooks

Ebooks on agriculture and the applied life sciences from CAB International

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CABI Book Chapter Info
Cover for Events and customer relationship marketing.

The central theme of this chapter is the role of events in relationship marketing. After a brief sketch of the history of this form of marketing, the chapter discusses the three Rs: reputation, relationships and reciprocity. Next, it focuses extensively on relationship events. The chapter finishes...

Author(s)
Gerritsen, D.; Olderen, R. van
ISBN
2020 CABI (H ISBN 9781789242300)
Type
Book chapter
CABI Book Info
Cover for Events as a strategic marketing tool: 2nd edition.

This book is primarily about the way in which organizations utilize events as a marketing tool to reach out to and connect with their visitors. For this second revised edition, the entire book has been updated; examples have been replaced or added and all texts have been critically examined. The...

Author(s)
Gerritsen, D.; Olderen, R. van; Mierlo, J. van; Rooijackers, M.; Velthoven, T. van
ISBN
2020 CABI (H ISBN 9781789242300)
Type
Book
CABI Book Chapter Info
Cover for Touchpoints.

This chapter focuses on turning the event experience concept into relevant touchpoints: the points of contact that occur during the three phases of pre-exposure, direct exposure and post-exposure. Two touchpoint models are discussed: one from the organization's perspective and the other from the...

Author(s)
Gerritsen, D.; Olderen, R. van
ISBN
2020 CABI (H ISBN 9781789242300)
Type
Book chapter
CABI Book Chapter Info
Cover for Building hospitality brands.

This chapter provides details of the key steps hospitality businesses must take to create a brand that kindles emotions, stimulates feelings and creates strong, long-lasting relationships (and profit). The chapter provides examples and case studies of how this is achieved and demonstrates how to...

Author(s)
Kenyon, A. J.; Cox, P.
ISBN
2020 CABI (H ISBN 9781789242034)
Type
Book chapter
CABI Book Chapter Info
Cover for The service delivery process.

This chapter takes a pragmatic approach to the theories surrounding the service concept, service quality and managing services. It begins with a discussion on the background to the topic and outlines some of the external issues influencing organizations operating in the eating-out market. It then...

Author(s)
Robinson, P.; Cox, P.; Cooper, S.; Rahimi, R.
ISBN
2020 CABI (H ISBN 9781789242034)
Type
Book chapter
CABI Book Chapter Info
Cover for Customer service.

The focus of this chapter is on customer service and how tour operators can improve service quality, which is not just a matter of managing the customer/provider interface but also how service quality may be assessed. This leads on to addressing customer satisfaction and loyalty and ways in which...

Author(s)
Holland, J.; Leslie, D.
ISBN
2018 CABI (H ISBN 9781780648231)
Type
Book chapter
CABI Book Info
Cover for Emotional intelligence in tourism and hospitality.

The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of...

Author(s)
Koc, E.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book
CABI Book Chapter Info
Cover for Emotional intelligence and service encounters.

This chapter explains emotional intelligence from the perspective of tourism and hospitality service encounters. It shows that emotional intelligence skills are necessary in helping service employees to understand their emotions and manage their emotions effectively in their decision-making while...

Author(s)
Loo PohTheng
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Developing intercultural sensitivity as an emotional ability.

As tourism and hospitality service encounters are increasingly becoming international and intercultural in nature, this chapter explains the role of intercultural sensitivity from the perspective of emotional intelligence. Key stages and activities for employee training in intercultural sensitivity ...

Author(s)
Irimiás, A.; Franch, M.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Service quality and emotional intelligence.

This chapter first discusses service quality and the key models used for its measurement. Next it discusses how service quality relates to both emotional intelligence and emotional labour. Thirdly, the chapter provides an application of the SERVQUAL model to emotional intelligence and labour. The...

Author(s)
Baker, M. A.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter

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