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Service Encounters in Tourism, Events and Hospitality : Staff Perspectives / Miriam Firth.

By: Material type: TextTextSeries: Aspects of Tourism ; 87Publisher: Bristol, UK; Blue Ridge Summit, PA : Channel View Publications, [2020]Copyright date: ©2020Description: 1 online resource (208 p.)Content type:
Media type:
Carrier type:
ISBN:
  • 9781845417277
  • 9781845417284
Subject(s): DDC classification:
  • 338.4/791 23
Other classification:
  • online - DeGruyter
Online resources:
Contents:
Frontmatter -- Contents -- Tables and Figures -- Acknowledgements -- Foreword -- Preface -- Introduction -- 1. What are Customer Service Encounters? -- 2. Staff-to-Staff Support for Service Encounters -- 3. Soft Skills in Service Encounters -- 4. Emotional Labour -- 5. Aesthetic and Sexualised Labour -- 6. Intercultural Sensitivity -- 7. Co-production and Co-creation -- 8. Legal Frameworks -- 9. Using Humour in Customer Service Encounters -- 10. Management of Service Encounters in Tourism, Events and Hospitality Management -- Conclusion -- References -- Index
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.
Holdings
Item type Current library Call number URL Status Notes Barcode
eBook eBook Biblioteca "Angelicum" Pont. Univ. S.Tommaso d'Aquino Nuvola online online - DeGruyter (Browse shelf(Opens below)) Online access Not for loan (Accesso limitato) Accesso per gli utenti autorizzati / Access for authorized users (dgr)9781845417284

Frontmatter -- Contents -- Tables and Figures -- Acknowledgements -- Foreword -- Preface -- Introduction -- 1. What are Customer Service Encounters? -- 2. Staff-to-Staff Support for Service Encounters -- 3. Soft Skills in Service Encounters -- 4. Emotional Labour -- 5. Aesthetic and Sexualised Labour -- 6. Intercultural Sensitivity -- 7. Co-production and Co-creation -- 8. Legal Frameworks -- 9. Using Humour in Customer Service Encounters -- 10. Management of Service Encounters in Tourism, Events and Hospitality Management -- Conclusion -- References -- Index

restricted access online access with authorization star

http://purl.org/coar/access_right/c_16ec

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.

Mode of access: Internet via World Wide Web.

In English.

Description based on online resource; title from PDF title page (publisher's Web site, viewed 27. Jan 2023)