Discover Customer Service for Hospitality and Tourism by Simon Hudson.
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Overview: A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the whys and howsof customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.
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Simon Hudson is a writer and avid reader based in the Pacific Northwest. Before pursuing writing full-time, they spent over a decade working in education. When not working on their next book, Simon Hudson can usually be found hiking with their dog or trying out new coffee shops in their neighborhood.
I was pleasantly surprised. I got really invested in the main character's journey. Everything just clicked for me. Definitely recommend it if you like this genre.
Carol EdwardsSeptember 11, 2025
Really enjoyed this one. I loved how the story unfolded. It kept me guessing without being too confusing. Glad I picked this up.
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Susan TurnerOctober 31, 2024
Honestly one of the better books I've read lately. I got really invested in the main character's journey. Everything just clicked for me. Definitely recommend it if you like this genre.
Jennifer BrownJanuary 15, 2025
Honestly one of the better books I've read lately. I got really invested in the main character's journey. Everything just clicked for me. A solid 5/5 for me.
Kevin RodriguezAugust 08, 2025
It was okay. It felt a bit repetitive in the middle. Could have been shorter. It's fine if you have nothing else to read.
Donna MitchellSeptember 25, 2025
A very satisfying read. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Would probably read it again at some point.
Jessica HarrisDecember 19, 2024
I was pleasantly surprised. I loved how the story unfolded. It kept me guessing without being too confusing. Glad I picked this up.
Sarah RodriguezOctober 14, 2024
Honestly one of the better books I've read lately. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Worth the time and money.
Patricia RodriguezNovember 15, 2025
Finished it in a couple of days. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Definitely recommend it if you like this genre.
Daniel WalkerJuly 07, 2025
A very satisfying read. I loved how the story unfolded. It kept me guessing without being too confusing. Glad I picked this up.
David AdamsJanuary 15, 2025
Finished it in a couple of days. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Would probably read it again at some point.
Mark WrightMarch 25, 2025
Honestly one of the better books I've read lately. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Will be looking for more from this author.
Joseph HernandezNovember 07, 2024
Not bad, but not my favorite. The pacing was a bit slow and I found myself skimming a few pages. It wasn't terrible, just okay. A generous 3 stars.
Andrew YoungOctober 20, 2024
A solid read. The middle dragged a tiny bit, but the ending totally made up for it. Not bad at all.
Daniel TurnerAugust 01, 2024
I was pleasantly surprised. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Glad I picked this up.
Mary HernandezJanuary 13, 2025
I liked it for the most part. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. Not bad at all.
Ryan GreenJuly 16, 2025
I was pleasantly surprised. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Would probably read it again at some point.
Kenneth DiazJune 03, 2024
A very satisfying read. I loved how the story unfolded. It kept me guessing without being too confusing. Worth the time and money.
Nancy GonzalezSeptember 16, 2025
I liked it for the most part. The middle dragged a tiny bit, but the ending totally made up for it. Not bad at all.
Emily LewisMarch 08, 2024
I was pleasantly surprised. I loved how the story unfolded. It kept me guessing without being too confusing. A solid 5/5 for me.
Jessica LeeJuly 06, 2025
Took me a few chapters to get into it, but it was worth it. Interesting premise and executed fairly well. Just a few slow chapters here and there. I'd probably recommend it to a friend.
Joseph CollinsOctober 28, 2025
Glad someone recommended this to me. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Will be looking for more from this author.
Margaret ClarkOctober 12, 2025
I liked it for the most part. The middle dragged a tiny bit, but the ending totally made up for it. Enjoyable weekend read.
Robert TurnerFebruary 10, 2024
Good, but not quite perfect. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. A solid 4 stars from me.
Rebecca ScottAugust 04, 2024
A solid read. I liked the main character, though some of the side plots were just okay. Enjoyable weekend read.
Michael ScottJune 29, 2024
A solid read. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. I'd probably recommend it to a friend.
Barbara BrownMay 20, 2025
I was pleasantly surprised. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Definitely recommend it if you like this genre.
Jessica DiazMay 09, 2025
Really enjoyed this one. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Glad I picked this up.
Eric WalkerApril 18, 2024
Good, but not quite perfect. I liked the main character, though some of the side plots were just okay. Not bad at all.
Matthew HarrisApril 24, 2025
A very satisfying read. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Will be looking for more from this author.
Jennifer BrownAugust 08, 2025
A solid read. Interesting premise and executed fairly well. Just a few slow chapters here and there. A solid 4 stars from me.
Joseph TurnerJune 18, 2025
Finished it in a couple of days. I got really invested in the main character's journey. Everything just clicked for me. Definitely recommend it if you like this genre.
Edward BrownOctober 02, 2024
Honestly one of the better books I've read lately. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Would probably read it again at some point.
Emily AndersonDecember 08, 2025
A solid read. It held my attention, even if a few things were a little predictable. Not bad at all.
Andrew YoungJanuary 23, 2025
I was pleasantly surprised. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Would probably read it again at some point.
Stephanie FloresAugust 30, 2024
I was pleasantly surprised. I loved how the story unfolded. It kept me guessing without being too confusing. Worth the time and money.
Michelle RobertsDecember 24, 2024
Honestly one of the better books I've read lately. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Would probably read it again at some point.
Kenneth ParkerApril 10, 2025
Honestly one of the better books I've read lately. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Definitely recommend it if you like this genre.
Daniel GomezOctober 16, 2024
Such a great read. The writing style is very engaging. It’s easy to follow but still has a lot of depth. A solid 5/5 for me.
Dorothy BakerJune 30, 2025
A very satisfying read. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Glad I picked this up.
Donna JohnsonOctober 11, 2024
Finished it in a couple of days. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Would probably read it again at some point.
Linda GarciaOctober 02, 2024
Such a great read. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Worth the time and money.
Elizabeth KingMay 31, 2025
I liked it for the most part. I liked the main character, though some of the side plots were just okay. Not bad at all.
Jennifer WilliamsApril 15, 2025
I was pleasantly surprised. I got really invested in the main character's journey. Everything just clicked for me. Would probably read it again at some point.
Jessica GreenNovember 25, 2025
Honestly one of the better books I've read lately. I loved how the story unfolded. It kept me guessing without being too confusing. Will be looking for more from this author.
Cynthia ThompsonSeptember 09, 2025
Good, but not quite perfect. The middle dragged a tiny bit, but the ending totally made up for it. Enjoyable weekend read.
Christopher JohnsonJune 29, 2024
I liked it for the most part. Interesting premise and executed fairly well. Just a few slow chapters here and there. A solid 4 stars from me.
Gary RodriguezFebruary 12, 2024
Such a great read. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. A solid 5/5 for me.
John CruzSeptember 08, 2024
It was okay. The writing was fine, but I didn't feel very connected to the characters. They felt a bit flat. A generous 3 stars.
Jacob KingJanuary 26, 2025
Pretty good overall. The middle dragged a tiny bit, but the ending totally made up for it. Still a good book.
Margaret GreenJuly 03, 2024
I was pleasantly surprised. I got really invested in the main character's journey. Everything just clicked for me. Would probably read it again at some point.
Margaret GreenApril 10, 2024
It was just alright. Some parts were interesting, while others were a bit of a slog to get through. It's fine if you have nothing else to read.
Susan SmithJune 06, 2025
Good, but not quite perfect. I liked the main character, though some of the side plots were just okay. I'd probably recommend it to a friend.
Melissa DiazJuly 12, 2024
Pretty good overall. Interesting premise and executed fairly well. Just a few slow chapters here and there. Still a good book.
Gary ScottNovember 01, 2024
Honestly one of the better books I've read lately. I loved how the story unfolded. It kept me guessing without being too confusing. Glad I picked this up.
Paul DavisDecember 01, 2025
Good, but not quite perfect. I liked the main character, though some of the side plots were just okay. Enjoyable weekend read.
Daniel WalkerApril 17, 2024
I was pleasantly surprised. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Would probably read it again at some point.
Matthew WhiteJuly 25, 2024
Honestly one of the better books I've read lately. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Glad I picked this up.
John CruzMarch 14, 2024
Honestly one of the better books I've read lately. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Glad I picked this up.
Nancy JohnsonOctober 04, 2025
Finished it in a couple of days. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Will be looking for more from this author.
Amanda ClarkAugust 06, 2024
Glad someone recommended this to me. I got really invested in the main character's journey. Everything just clicked for me. Will be looking for more from this author.
David HallSeptember 23, 2024
I liked it for the most part. Interesting premise and executed fairly well. Just a few slow chapters here and there. Enjoyable weekend read.
James GarciaJuly 01, 2024
An average read for me. Some parts were interesting, while others were a bit of a slog to get through. Might work better for someone else, just wasn't completely for me.
Cynthia ScottFebruary 02, 2025
Really enjoyed this one. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Definitely recommend it if you like this genre.
Robert MillerNovember 29, 2024
I have mixed feelings about this one. It felt a bit repetitive in the middle. Could have been shorter. A generous 3 stars.
Richard KingDecember 27, 2025
Such a great read. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Definitely recommend it if you like this genre.
Jessica ThompsonNovember 09, 2025
A very satisfying read. The author did a great job wrapping everything up at the end. No weird plot holes left behind. A solid 5/5 for me.
Kenneth NguyenMay 02, 2025
Finished it in a couple of days. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Definitely recommend it if you like this genre.
Patricia LopezMay 23, 2024
I liked it for the most part. Interesting premise and executed fairly well. Just a few slow chapters here and there. I'd probably recommend it to a friend.
Steven HallJuly 26, 2025
Finished it in a couple of days. I loved how the story unfolded. It kept me guessing without being too confusing. Worth the time and money.
Sandra MitchellJuly 02, 2025
Finished it in a couple of days. I got really invested in the main character's journey. Everything just clicked for me. Will be looking for more from this author.
Jacob TorresJanuary 25, 2024
Glad someone recommended this to me. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Glad I picked this up.
Anthony FloresJune 19, 2024
Really enjoyed this one. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Glad I picked this up.
Susan GarciaDecember 10, 2025
A very satisfying read. I loved how the story unfolded. It kept me guessing without being too confusing. Would probably read it again at some point.
Mary GonzalezOctober 26, 2024
I was pleasantly surprised. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Worth the time and money.
Mark AllenJuly 10, 2025
Finished it in a couple of days. The author did a great job wrapping everything up at the end. No weird plot holes left behind. A solid 5/5 for me.
Richard BrownApril 09, 2024
Such a great read. I got really invested in the main character's journey. Everything just clicked for me. Worth the time and money.
Gary CruzFebruary 17, 2025
A solid read. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. I'd probably recommend it to a friend.
Thomas WilsonJanuary 08, 2024
Good, but not quite perfect. I liked the main character, though some of the side plots were just okay. Not bad at all.
Linda CampbellMarch 02, 2024
Honestly one of the better books I've read lately. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Will be looking for more from this author.
Joshua MitchellMarch 02, 2025
I was pleasantly surprised. I loved how the story unfolded. It kept me guessing without being too confusing. Worth the time and money.
Nancy ReyesJune 15, 2024
A solid read. I liked the main character, though some of the side plots were just okay. Enjoyable weekend read.
Richard BrownMay 30, 2025
Pretty good overall. It held my attention, even if a few things were a little predictable. Enjoyable weekend read.
Patricia LopezJuly 23, 2025
Glad someone recommended this to me. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Will be looking for more from this author.
Paul ScottNovember 14, 2024
A very satisfying read. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Worth the time and money.
Joseph ClarkJune 19, 2025
Honestly one of the better books I've read lately. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Would probably read it again at some point.
Ryan GreenJuly 13, 2025
I liked it for the most part. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. Still a good book.
Kenneth MooreAugust 04, 2024
I liked it for the most part. Interesting premise and executed fairly well. Just a few slow chapters here and there. Not bad at all.
Elizabeth KingJanuary 22, 2025
Such a great read. I got really invested in the main character's journey. Everything just clicked for me. Definitely recommend it if you like this genre.
Eric MitchellJanuary 07, 2024
A solid read. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. A solid 4 stars from me.
John ThompsonNovember 02, 2025
A very satisfying read. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Would probably read it again at some point.
Kenneth GonzalezJune 29, 2025
A very satisfying read. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Would probably read it again at some point.
Carol MooreFebruary 22, 2024
It was just alright. It had some good moments, but the overall plot felt a bit disjointed in the second half. Probably won't read it again, but it was an okay way to pass the time.
Matthew HarrisMay 14, 2024
A solid read. The middle dragged a tiny bit, but the ending totally made up for it. Not bad at all.
Linda AllenFebruary 13, 2025
I was pleasantly surprised. I got really invested in the main character's journey. Everything just clicked for me. Definitely recommend it if you like this genre.
Eric AllenSeptember 14, 2024
Glad someone recommended this to me. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Definitely recommend it if you like this genre.
Daniel YoungJuly 18, 2024
I was pleasantly surprised. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Worth the time and money.
Betty HarrisFebruary 12, 2024
Honestly one of the better books I've read lately. I got really invested in the main character's journey. Everything just clicked for me. Glad I picked this up.
Karen RamirezApril 10, 2025
Such a great read. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Definitely recommend it if you like this genre.
Jennifer HillJanuary 31, 2025
Honestly one of the better books I've read lately. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Worth the time and money.
Robert MillerJuly 02, 2024
A very satisfying read. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Glad I picked this up.
Kevin RodriguezAugust 23, 2024
I liked it for the most part. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. Still a good book.
Matthew CampbellApril 21, 2024
A solid read. Interesting premise and executed fairly well. Just a few slow chapters here and there. Still a good book.
Robert LopezMarch 17, 2025
Glad someone recommended this to me. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Definitely recommend it if you like this genre.
Betty PerezMay 26, 2025
I liked it for the most part. Interesting premise and executed fairly well. Just a few slow chapters here and there. Enjoyable weekend read.
Robert ScottApril 04, 2024
Such a great read. The writing style is very engaging. It’s easy to follow but still has a lot of depth. A solid 5/5 for me.
Betty HarrisMarch 11, 2025
Glad someone recommended this to me. I loved how the story unfolded. It kept me guessing without being too confusing. Glad I picked this up.
Kevin WilliamsFebruary 02, 2025
A very satisfying read. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Would probably read it again at some point.
Sarah ClarkDecember 21, 2025
Good, but not quite perfect. Interesting premise and executed fairly well. Just a few slow chapters here and there. Still a good book.
Cynthia WalkerOctober 12, 2024
It was okay. Some parts were interesting, while others were a bit of a slog to get through. Might work better for someone else, just wasn't completely for me.
Brian KingNovember 18, 2025
Took me a few chapters to get into it, but it was worth it. The middle dragged a tiny bit, but the ending totally made up for it. Still a good book.
David NelsonJanuary 01, 2025
A solid read. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. I'd probably recommend it to a friend.
Laura BrownSeptember 22, 2024
Honestly one of the better books I've read lately. I got really invested in the main character's journey. Everything just clicked for me. Glad I picked this up.
Charles GonzalezAugust 17, 2024
I was pleasantly surprised. The pacing was spot on and the characters felt real. I didn't find myself getting bored at any point. Worth the time and money.
Joseph HernandezSeptember 17, 2025
Pretty good overall. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. Not bad at all.
James GarciaMarch 22, 2024
Honestly one of the better books I've read lately. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Glad I picked this up.
Kenneth GonzalezDecember 18, 2025
Not bad, but not my favorite. Some parts were interesting, while others were a bit of a slog to get through. Might work better for someone else, just wasn't completely for me.
Kevin WilliamsAugust 17, 2025
I have mixed feelings about this one. Some parts were interesting, while others were a bit of a slog to get through. It's fine if you have nothing else to read.
Daniel YoungMarch 15, 2025
A very satisfying read. I loved how the story unfolded. It kept me guessing without being too confusing. Will be looking for more from this author.
Richard BrownMay 05, 2024
I was pleasantly surprised. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Glad I picked this up.
Jacob ParkerNovember 11, 2024
Good, but not quite perfect. The middle dragged a tiny bit, but the ending totally made up for it. I'd probably recommend it to a friend.
Patricia LopezMarch 30, 2024
Glad someone recommended this to me. I got really invested in the main character's journey. Everything just clicked for me. Glad I picked this up.
Brian RiveraSeptember 06, 2024
Finished it in a couple of days. I got really invested in the main character's journey. Everything just clicked for me. Glad I picked this up.
Laura TurnerNovember 27, 2025
I was pleasantly surprised. I got really invested in the main character's journey. Everything just clicked for me. Would probably read it again at some point.
Eric TaylorMarch 27, 2024
I liked it for the most part. I liked the main character, though some of the side plots were just okay. Enjoyable weekend read.
Laura BrownMarch 26, 2025
Finished it in a couple of days. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Will be looking for more from this author.
Nancy AllenApril 12, 2024
Glad someone recommended this to me. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Glad I picked this up.
Cynthia ThompsonDecember 17, 2025
Good, but not quite perfect. The middle dragged a tiny bit, but the ending totally made up for it. Enjoyable weekend read.
Sandra NelsonNovember 25, 2025
Took me a few chapters to get into it, but it was worth it. Writing is good, just wish there was a bit more depth in certain parts. Still kept my attention though. Enjoyable weekend read.
Dorothy AllenOctober 05, 2025
Finished it in a couple of days. I got really invested in the main character's journey. Everything just clicked for me. Glad I picked this up.
Linda NguyenFebruary 21, 2024
A very satisfying read. The author did a great job wrapping everything up at the end. No weird plot holes left behind. A solid 5/5 for me.
Joseph MillerDecember 28, 2024
Took me a few chapters to get into it, but it was worth it. The middle dragged a tiny bit, but the ending totally made up for it. Enjoyable weekend read.
James HillJanuary 21, 2024
I was pleasantly surprised. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Will be looking for more from this author.
Nancy YoungMarch 09, 2024
A very satisfying read. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Will be looking for more from this author.
Robert TurnerMarch 17, 2024
Glad someone recommended this to me. I loved how the story unfolded. It kept me guessing without being too confusing. Glad I picked this up.
Melissa SanchezFebruary 27, 2024
Really enjoyed this one. I loved how the story unfolded. It kept me guessing without being too confusing. Definitely recommend it if you like this genre.
David JonesFebruary 17, 2024
A very satisfying read. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Glad I picked this up.
Nicholas RobinsonApril 16, 2025
Really enjoyed this one. I loved how the story unfolded. It kept me guessing without being too confusing. Definitely recommend it if you like this genre.
Ryan WhiteMarch 23, 2024
I was pleasantly surprised. I got really invested in the main character's journey. Everything just clicked for me. A solid 5/5 for me.
Anthony EvansOctober 30, 2024
I liked it for the most part. The middle dragged a tiny bit, but the ending totally made up for it. Still a good book.
Nicholas NelsonOctober 30, 2024
A very satisfying read. The author did a great job wrapping everything up at the end. No weird plot holes left behind. Glad I picked this up.
Eric TaylorDecember 01, 2025
A solid read. Interesting premise and executed fairly well. Just a few slow chapters here and there. A solid 4 stars from me.
Melissa MitchellMay 18, 2024
Good, but not quite perfect. It held my attention, even if a few things were a little predictable. Still a good book.
Kenneth MooreAugust 01, 2025
Took me a few chapters to get into it, but it was worth it. The middle dragged a tiny bit, but the ending totally made up for it. Not bad at all.
Robert MillerSeptember 16, 2025
I liked it for the most part. It held my attention, even if a few things were a little predictable. I'd probably recommend it to a friend.
Mark WhiteMay 21, 2024
A very satisfying read. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Would probably read it again at some point.
Jennifer BrownNovember 04, 2024
Such a great read. It has a good balance of dialogue and description. Everything felt like it moved at the right speed. Worth the time and money.
David ScottJuly 29, 2024
I was pleasantly surprised. The writing style is very engaging. It’s easy to follow but still has a lot of depth. A solid 5/5 for me.
Anthony BrownJuly 31, 2024
Finished it in a couple of days. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Would probably read it again at some point.
Kenneth HernandezNovember 19, 2025
Glad someone recommended this to me. The writing style is very engaging. It’s easy to follow but still has a lot of depth. Definitely recommend it if you like this genre.
