donald m. davidoff

　　For courses in sales and marketing in hospitality/travel, tourism, and customer service, this book discusses specifically what employees in service business should and should not do when interacting with customers. The book considers service from the perspective of those who deliver service and provides a wealth of examples from the hospitality, travel, and tourism industries.

I. Introduction To Service.
1.Introduction to Service Industries.
2.Understanding the Service Product.
3.The Laws of Service.

II. The Service Environment/Roles & Relationships.
4.The Players.
5.The Environment.
6.Company Responsibilities.
7.Frontline Worker's Responsibilities.

III. Service Tools.
8.Systems Technologies ("Service Technologies").
9.Interpersonal Communication Tools.
10.Personal Development Tools.

IV. Internal Service.
11.Internal Customers and Suppliers.
12.Principles and Practices of Internal Service.

V. Understanding Service Applications.
13.Classifying Service Organizations.
14.Hospitality, Hotel.
15.Hospitality, Restaurant.
16.Travel, Air.
17.Travel & Tourism, Cruise.
18.Travel & Tourism, Travel Agency.