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

• Superior document: Title is part of eBook package: De Gruyter CVP eBook-Package Contemporary 2016-2020
• VerfasserIn: Firth, Miriam,
• Place / Publishing House: Bristol, UK;, Blue Ridge Summit, PA : : Channel View Publications, , [2020]; ©2020
• Year of Publication: 2020
• Language: English
• Series: Aspects of Tourism ; 87
• Physical Description: 1 online resource (208 p.)
• Other title: 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
• Format: Mode of access: Internet via World Wide Web.
• ISBN: 9781845417284; 9783110754346; 9783110754339; 9783110704792; 9783110704716; 9783110704518; 9783110704624
• DOI: 10.21832/9781845417284
• Access: restricted access
• Hierarchical level: Monograph
• Statement of Responsibility: Miriam Firth.

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.