Service Encounters in Tourism, Events and Hospitality by Miriam Firth

Channel View Publications Ltd

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\n\nService Encounters in Tourism, Events and Hospitality\nStaff Perspectives\nFree UK delivery on this item.\n\nThis brand new item is available with free UK delivery using Royal Mail tracked servic;