000			01606nam a2200229Ia 4500
003			PH-LCIC
005			20251022162841.0
008			240527s2020 xx 000 0 und d
020			_a9781845417260
040			_cLCIC LIBRARY
082			_aREF 338.4791 F51
100			_aMiriam Firth _eAuthor
245		0	_aService encounters in tourism, events and hospitality: _bstaff perspectives /
260			_aBristol, United Kingdom : _bChannel View Publications, _c2020.
300			_a 1 online resource (xix, 188 pages) : illustrations
300			_a3975 pages;
520			_aThis 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.
650			_aBUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism
650			_aSpecial events industry Customer services
650			_aPersonnel & human resources management
942			_2ddc _cREF
999			_c2797 _d2797