Firth, Miriam, <br/><br/>
Service encounters in tourism, events and hospitality :  staff perspectives / 
Miriam Firth. 
 - Bristol, UK ;  Blue Ridge Summit, PA :  Channel View Publications,  (c)2020. 
 - 1 online resource (xix, 188 pages) :  illustrations. 
 - Aspects of tourism ;  87 .
<br/><br/>Includes bibliographies and index. 
<br/><br/>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. 
<br/><br/> "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"-- 
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<br/><br/><label>ISBN: </label>9781845417307 9781845417291 9781845417284 
<br/><br/><label>LCCN: </label>2019029544 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Tourism--Customer services.<br/>Special events industry--Customer services.<br/>Hospitality industry--Customer services.<br/>Customer relations.
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Electronic Books.
<br/><br/><label>LC Class. No.: </label>G155  / .S478 2020