Description
| Product ID: | 9781845417260 |
| Product Form: | Paperback / softback |
| Country of Manufacture: | GB |
| Series: | Aspects of Tourism |
| Title: | Service Encounters in Tourism, Events and Hospitality |
| Subtitle: | Staff Perspectives |
| Authors: | Author: Miriam Firth |
| Page Count: | 208 |
| Subjects: | Personnel and human resources management, Personnel & human resources management, Hospitality and service industries, Hospitality, sports, leisure and tourism industries, Service industries, Tourism industry |
| Description: | This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. It hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. Each chapter includes learning objectives, questions and summaries. 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. |
| Imprint Name: | Channel View Publications |
| Publisher Name: | Channel View Publications Ltd |
| Country of Publication: | GB |
| Publishing Date: | 2020-01-30 |
