TY  - BOOK
AU  - Firth,Miriam
TI  - Service Encounters in Tourism, Events and Hospitality: Staff Perspectives 
T2  - Aspects of Tourism
SN  - 9781845417277
U1  - 338.4/791 23
PY  - 2020///]
CY  - Bristol, UK, Blue Ridge Summit, PA : 
PB  - Channel View Publications, 
KW  - Customer relations
KW  - Hospitality industry
KW  - Customer services
KW  - Special events industry
KW  - Tourism
KW  - Personnel & human resources management
KW  - Service industries
KW  - Tourism industry
KW  - BUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism
KW  - bisacsh
KW  - Staff perspective in service encounters
KW  - events
KW  - hospitality staff
KW  - hospitality
KW  - human resources
KW  - service encounter
KW  - staff stories
KW  - tourism
N1  - 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
N2  - 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
UR  - https://doi.org/10.21832/9781845417284
UR  - https://www.degruyter.com/isbn/9781845417284
UR  - https://www.degruyter.com/document/cover/isbn/9781845417284/original
ER  -