Challenges and Strategies for managing Customer Services Education and Tourism in the Post-COVID-19 pandemic: A Comparative Study of Tanzania and Kenya

Abstract

Customer services has received a lot of attention by scholars. However, the disruptions of Corona virus Disease 2019 (COVID-19) global pandemic has challenged the ways in which customers are served particularly for the tourism industry. Past literature shows that some of the challenges of customer services is communication. In expanding the scope on the phenomenon of customer service, this study’s main objective is to examine challenges and strategies for managing customer services education and tourism in the post-COVID-19 pandemic in Tanzania and Kenya. The methodology approach is a literature review method followed by content analysis. The findings and implications are provided in order to improve customer services education in relation to tourism for both countries.