Stellar Customer Service: Training Library Staff to Exceed Expectations. Edited by Mou Chakraborty. Santa Barbara, CA: Libraries Unlimited, 2016. Pp. xii+213. $55.00 (paper). ISBN 978-1-4408-4076-0.

2018 ◽  
Vol 88 (3) ◽  
pp. 305-306
Author(s):  
Emily Mudd
Keyword(s):  
Customer Service ◽  
Santa Barbara ◽  
Customer Service Training ◽  
Service Training ◽  
Library Staff

Employee engagement insights from Jamaica's hospitality industry: compounding the benefits of a service orientation through customer service training

2019 ◽  
Vol 27 (4) ◽  
pp. 44-46
Keyword(s):  
Employee Engagement ◽  
Customer Service ◽  
Employee Perceptions ◽  
Service Orientation ◽  
Content Type ◽  
Service Levels ◽  
Positive Attitudes ◽  
Customer Service Training ◽  
Service Training ◽  
Pertinent Information

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper concentrates on the employee perceptions of service orientation and customer service training, and how these impact upon employee engagement levels within all-inclusive hotel businesses in Jamaica. The results reveal that a strategy of pursuing service orientation and running customer service training rewards the employer with increased engagement and positive attitudes among staff, which translates to a commercially valuable boost in customer service levels. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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