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Service encounters in tourism, events and hospitality : staff perspectives / Miriam Firth.

By: Material type: TextTextSeries: Publication details: Bristol, UK ; Blue Ridge Summit, PA : Channel View Publications, (c)2020.Description: 1 online resource (xix, 188 pages) : illustrationsContent type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781845417307
  • 9781845417291
  • 9781845417284
Subject(s): Genre/Form: LOC classification:
  • G155 .S478 2020
Online resources: Available additional physical forms:
Contents:
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.
Subject: "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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Holdings
Item type Current library Collection Call number URL Status Date due Barcode
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library ONLINE Non-fiction G155.1 (Browse shelf(Opens below)) Link to resource Available on1126347182

Includes bibliographies and index.

"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"--

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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