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Chapter 1 Introduction to Customer Service

DOI: 10.23912/9781915097132-5077

ISBN: 9781915097132

Published: March 2022

Component type: chapter

Published in: Customer Service for Hospitality and Tourism 3rd edn

Parent DOI: 10.23912/9781915097132-5067



The opening case study is an excellent example of how a strong customer service philosophy is often driven by one person (in this case Walt Disney) and how that philosophy can lead to an enduring service culture that can differentiate an organization from competitors. In fact, this chapter puts a spotlight on three individuals who have made customer service a priority and succeeded in becoming market leaders – Walt Disney, Cliff Roberts of the Augusta Masters, and Eustasio Lopez of the Lopesan Group in the Spanish Canary Islands. The chapter will also discuss some of the services marketing models that illuminate the importance of customer service, providing a platform for the remainder of the book.


  • Dr. Simon Hudson, University of South Carolina (Author)
  • Louise Hudson, Freelance Journalist (Author)

For the source title:

  • Dr. Simon Hudson, University of South Carolina (Author)
  • Louise Hudson, Freelance Journalist (Author)

Cite as

Hudson & Hudson, 2022

Hudson, D.S. & Hudson, L. (2022) "Chapter 1 Introduction to Customer Service" In: Hudson, D.S. & Hudson, L. (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781915097132-5077


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Published in Customer Service for Hospitality and Tourism 3rd edn

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