| Description |
1 online resource (xix, 188 pages) : illustrations. |
|
text file |
| Series |
Aspects of tourism ; 87
|
|
Aspects of tourism ; 87.
|
| Bibliography |
Includes bibliographical references and index. |
| Summary |
"This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. It hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. Each chapter includes learning objectives, questions and summaries"-- Provided by publisher |
| Contents |
Chapter 1: What are Customer Service Encounters? -- Chapter 2: Staff-to-Staff Support for Service Encounters -- Chapter 3: Soft Skills in Service Encounters -- Chapter 4: Emotional Labour -- Chapter 5: Aesthetic and Sexualised Labour -- Chapter 6 : Intercultural Sensitivity -- Chapter 7 : Co-production and Co-creation -- Chapter 8 : Legal Frameworks -- Chapter 9 : Using Humour in Customer Service Encounters --Chapter 10 : Management of Service Encounters in Tourism, Events and Hospitality Management -- Conclusion. |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Tourism -- Customer services.
|
|
Tourism -- Customer services. |
|
Tourism. |
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Special events industry -- Customer services.
|
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Special events industry. |
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Customer services. |
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Hospitality industry -- Customer services.
|
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Customer relations.
|
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Customer relations. |
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Personnel & human resources management. |
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Hospitality industry -- Customer services. |
|
Service industries. |
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Hospitality industry. |
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BUSINESS & ECONOMICS -- Industries -- Hospitality, Travel & Tourism. |
| Other Form: |
Print version: Firth, Miriam. Service encounters in tourism, events and hospitality. Bristol, UK ; Blue Ridge Summit, PA : Channel View Publications, 2020 9781845417260 (DLC) 2019029543 |
| ISBN |
9781845417307 (kindle edition) |
|
1845417305 (kindle edition) |
|
9781845417291 (electronic publication) |
|
1845417291 (electronic publication) |
|
9781845417284 (electronic book) |
|
1845417283 (electronic book) |
|
9781845417260 (paperback) |
|
9781845417277 (hardcover) |
|
