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Service encounters in tourism, events and hospitality : staff perspectives /
"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...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Bristol, UK ; Blue Ridge Summit, PA :
Channel View Publications,
[2020]
|
| Colección: | Aspects of tourism ;
87. |
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
| LEADER | 00000cam a2200000 i 4500 | ||
|---|---|---|---|
| 001 | EBSCO_on1126347182 | ||
| 003 | OCoLC | ||
| 005 | 20231017213018.0 | ||
| 006 | m o d | ||
| 007 | cr |n||||||||| | ||
| 008 | 191024s2020 enka ob 001 0 eng | ||
| 010 | |a 2019029544 | ||
| 040 | |a DLC |b eng |e rda |e pn |c DLC |d OCLCO |d OCLCF |d EBLCP |d N$T |d YDX |d UKAHL |d CNO |d DEGRU |d OCLCO |d OCLCQ |d YDX |d UWK |d OCLCQ |d NLW |d OCLCO |d K6U |d OCLCQ |d OCLCO | ||
| 019 | |a 1166217791 | ||
| 020 | |a 9781845417307 |q (kindle edition) | ||
| 020 | |a 1845417305 |q (kindle edition) | ||
| 020 | |a 9781845417291 |q (electronic publication) | ||
| 020 | |a 1845417291 |q (electronic publication) | ||
| 020 | |a 9781845417284 |q (electronic book) | ||
| 020 | |a 1845417283 |q (electronic book) | ||
| 020 | |z 9781845417260 |q (paperback) | ||
| 020 | |z 9781845417277 |q (hardcover) | ||
| 029 | 1 | |a AU@ |b 000066596811 | |
| 035 | |a (OCoLC)1126347182 |z (OCoLC)1166217791 | ||
| 042 | |a pcc | ||
| 050 | 0 | 4 | |a G155.A1 |b F557 2020 |
| 082 | 0 | 0 | |a 338.4/791 |2 23 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Firth, Miriam, |e author. | |
| 245 | 1 | 0 | |a Service encounters in tourism, events and hospitality : |b staff perspectives / |c Miriam Firth. |
| 264 | 1 | |a Bristol, UK ; |a Blue Ridge Summit, PA : |b Channel View Publications, |c [2020] | |
| 300 | |a 1 online resource (xix, 188 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b n |2 rdamedia | ||
| 338 | |a online resource |b nc |2 rdacarrier | ||
| 490 | 1 | |a Aspects of tourism ; |v 87 | |
| 504 | |a Includes bibliographical references and index. | ||
| 520 | |a "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"-- |c Provided by publisher | ||
| 505 | 0 | |a 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. | |
| 588 | 0 | |a Online resource; title from digital title page (viewed on April 27, 2020). | |
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 650 | 0 | |a Tourism |x Customer services. | |
| 650 | 0 | |a Special events industry |x Customer services. | |
| 650 | 0 | |a Hospitality industry |x Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 6 | |a Événements spéciaux |x Industrie |x Service à la clientèle. | |
| 650 | 6 | |a Accueil (Tourisme) |x Service à la clientèle. | |
| 650 | 7 | |a Personnel & human resources management. |2 bicssc | |
| 650 | 7 | |a Service industries. |2 bicssc | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industries |x Hospitality, Travel & Tourism. |2 bisacsh | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Hospitality industry |x Customer services |2 fast | |
| 650 | 7 | |a Tourism |x Customer services |2 fast | |
| 776 | 0 | 8 | |i Print version: |a Firth, Miriam. |t Service encounters in tourism, events and hospitality. |d Bristol, UK ; Blue Ridge Summit, PA : Channel View Publications, 2020 |z 9781845417260 |w (DLC) 2019029543 |
| 830 | 0 | |a Aspects of tourism ; |v 87. | |
| 856 | 4 | 0 | |u https://ebsco.uam.elogim.com/login.aspx?direct=true&scope=site&db=nlebk&AN=2355205 |z Texto completo |
| 938 | |a Askews and Holts Library Services |b ASKH |n AH36508358 | ||
| 938 | |a Askews and Holts Library Services |b ASKH |n AH36508357 | ||
| 938 | |a De Gruyter |b DEGR |n 9781845417284 | ||
| 938 | |a ProQuest Ebook Central |b EBLB |n EBL6020497 | ||
| 938 | |a EBSCOhost |b EBSC |n 2355205 | ||
| 938 | |a YBP Library Services |b YANK |n 16447382 | ||
| 938 | |a YBP Library Services |b YANK |n 16617564 | ||
| 994 | |a 92 |b IZTAP | ||