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

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

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Bibliographic Details
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
Online Access:
Physical Description:1 online resource (208 p.)
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Table of 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

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