questions, professionals’ viewpoints, recommended literature lists and original cross-cultural case studies that would allow students put theories, new insights and understanding of multi-faceted communication into practice.

The first chapter presents the reader with why it matters to study communication and why communication is too important to leave to chance in service organisations. Thereafter the book elaborates on the building blocks related to communication: the ABC of communication, culture, the skills, communication skills, and profile of the service employee, external communication, integrated communication, and digital communication.

The is aimed at student on practical business studies programmes, for example the AP degree in Service, Hospitality and Tourism Management or AP degreee in Commerce Management.