Publication:
Service Encounters in Tourism, Events and Hospitality : Staff Perspectives
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Abstract
This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.
Description
Authors
Firth, Miriam
Alternate Authors
Advisor
Place of publication
Bristol, UK
Publisher
Channel View Publications
Date
2020
Journal ISSN
Volume Title
Keywords
Customer relations , Customer services , Tourism , Special events industry , Hospitality industry
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Please use the UNETI DRM to download/borrow digital documents
