Service encounters in tourism, events and hospitality: staff perspectives /

By:

Miriam Firth [Author]

Material type: Text

TextPublication details: Bristol, United Kingdom : Channel View Publications, 2020.Description: 1 online resource (xix, 188 pages) : illustrations; 3975 pagesISBN:

9781845417260

Subject(s):

DDC classification:

REF 338.4791 F51

Summary: 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.

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Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
REFERENCE BOOKS	LAPULAPU-CEBU INTERNATIONAL COLLEGE REFERENCE SECTION	REF 338.4791 F51 2020 (Browse shelf(Opens below))	C2	Checked out	06/29/2026	002797

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.

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