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

Format:

Book

Author/Creator:

Firth, Miriam, Author.

Series:

Aspects of tourism ; 87.

Aspects of Tourism

Language:

English

Subjects (All):

Tourism--Customer services.

Tourism.

Special events industry--Customer services.

Special events industry.

Hospitality industry--Customer services.

Hospitality industry.

Customer relations.

Physical Description:

1 online resource (209 pages).

Place of Publication:

Bristol, UK; Blue Ridge Summit, PA : Channel View Publications, [2020]

Language Note:

In English.

System Details:

Mode of access: World Wide Web.

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.

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

Notes:

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (publisher's Web site, viewed 07. Jul 2020)

ISBN:

9781845417284

1845417283

9781845417291

1845417291

OCLC:

1126347182