Service Encounters in Tourism, Events and Hospitality: Staff Perspectives

Miriam Firth

Published by Channel View Publications 2020

Service Encounters in Tourism, Events and Hospitality

Staff Perspectives

Miriam Firth

Volume 87 in the series Aspects of Tourism

https://doi.org/10.21832/9781845417284

Overview
Contents

About this book

Customer service textbook for any student completing work, education or training in tourism, events and hospitality

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.

Author / Editor information

Firth Miriam :

Miriam Firth is a Senior Lecturer at the University of Manchester, UK. Her research interests include vocational education and training, employability, culture and event sustainability.

Reviews

It is not often that I get really excited when I read a new textbook in the field of tourism, events and hospitality but Miriam Firth’s fabulous exploration of the service encounter from an employee perspective in this volume brought a smile to my face.

For students of tourism, hospitality and events, and those teaching them, Miriam Firth’s book offers refreshing and original insights into the all-important service encounter. Based on her original research, the text critically explores the staff dimension of customer service. In doing so, this engagingly written book cleverly combines theory and practice.

I really enjoyed Service Encounters in Tourism, Events and Hospitality. The big point of difference of this book is how it addresses the employee-customer interface from the employee perspective. Firth skilfully takes readers on a journey to ‘walk in the shoes’ of service employees, providing vital insights for leaders.

Topics

Frontmatter Publicly Available Download PDF	i
Contents Publicly Available Download PDF	vii
Tables and Figures Publicly Available Download PDF	xi
Acknowledgements Publicly Available Download PDF	xiii
Foreword Publicly Available Download PDF	xv
Preface Publicly Available Download PDF	xvii
Introduction Requires Authentication Unlicensed Licensed Download PDF	1
1. What are Customer Service Encounters? Requires Authentication Unlicensed Licensed Download PDF	17
2. Staff-to-Staff Support for Service Encounters Requires Authentication Unlicensed Licensed Download PDF	37
3. Soft Skills in Service Encounters Requires Authentication Unlicensed Licensed Download PDF	50
4. Emotional Labour Requires Authentication Unlicensed Licensed Download PDF	68
5. Aesthetic and Sexualised Labour Requires Authentication Unlicensed Licensed Download PDF	83
6. Intercultural Sensitivity Requires Authentication Unlicensed Licensed Download PDF	96
7. Co-production and Co-creation Requires Authentication Unlicensed Licensed Download PDF	114
8. Legal Frameworks Requires Authentication Unlicensed Licensed Download PDF	128
9. Using Humour in Customer Service Encounters Requires Authentication Unlicensed Licensed Download PDF	146
10. Management of Service Encounters in Tourism, Events and Hospitality Management Requires Authentication Unlicensed Licensed Download PDF	163
Conclusion Requires Authentication Unlicensed Licensed Download PDF	169
References Requires Authentication Unlicensed Licensed Download PDF	172
Index Requires Authentication Unlicensed Licensed Download PDF	182

(Deutsch)

Language: English
Publisher: Channel View Publications
Audience: College/higher education;
Pages
- Main content: 208
Keywords: Staff perspective in service encounters; hospitality staff; service encounter; staff stories; human resources; tourism; hospitality; events

eBook

Published: January 30, 2020
ISBN: 9781845417284