Firth Miriam - Service Encounters In Tourism Events And Hospitality Staff Perspectives - Hardcover

Binding: Hardcover
Description: 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.
Title: Service Encounters In Tourism Events And Hospitality Staff Perspectives
Author(s): Firth Miriam
Publisher: Channel View Publications Ltd
Barcode: 9781845417277
Pages: 208 Pages
Publication Date: 1/30/2020
Series: Aspects of Tourism
Category: Tourism Industry