TY  - BOOK
AU  - Firth,Miriam
TI  - Service encounters in tourism, events and hospitality: staff perspectives 
T2  - Aspects of tourism
SN  - 9781845417307
AV  - G155 .S478 2020
PY  - 2020///
CY  - Bristol, UK, Blue Ridge Summit, PA
PB  - Channel View Publications
KW  - Tourism
KW  - Customer services
KW  - Special events industry
KW  - Hospitality industry
KW  - Customer relations
KW  - Electronic Books
N1  - 2; 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; 2; b
N2  - "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"--
UR  - httpss://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=2355205&site=eds-live&custid=s3260518
ER  -