1. Provides an overview of customer service principles, theories, and practices, and covers a range of classic and contemporary business theories
2. Includes case studies of business enterprises in various hospitality and service sectors including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, finance
3. Suggests important considerations and design concepts for businesses to introduce technological innovations in service settings
4. Learning Objectives and Discussion Questions included in every content chapter as learning aids
