MARC details
| 000 -LEADER |
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| fixed length control field |
01606nam a2200229Ia 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
PH-LCIC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20251022162841.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
240527s2020 xx 000 0 und d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781845417260 |
| 040 ## - CATALOGING SOURCE |
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| Transcribing agency |
LCIC LIBRARY |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
REF 338.4791 F51 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Miriam Firth |
| Relator term |
Author |
| 245 #0 - TITLE STATEMENT |
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| Title |
Service encounters in tourism, events and hospitality: |
| Remainder of title |
staff perspectives / |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Bristol, United Kingdom : |
| Name of publisher, distributor, etc. |
Channel View Publications, |
| Date of publication, distribution, etc. |
2020. |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
1 online resource (xix, 188 pages) : illustrations |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
3975 pages; |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc. |
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.<br/><br/> |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
BUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Special events industry Customer services |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Personnel & human resources management |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
REFERENCE BOOKS |