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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Firth, Miriam (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Bristol, UK ; Blue Ridge Summit, PA : Channel View Publications, [2020]
Colección:Aspects of tourism ; 87.
Temas:
Tourism > Customer services.
Special events industry > Customer services.
Hospitality industry > Customer services.
Customer relations.
Événements spéciaux > Industrie > Service à la clientèle.
Accueil (Tourisme) > Service à la clientèle.
Personnel & human resources management.
Service industries.
BUSINESS & ECONOMICS > Industries > Hospitality, Travel & Tourism.
Customer relations
Hospitality industry > Customer services
Tourism > Customer services
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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