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
Summary
"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"-- Provided by publisher
Bibliography
Includes bibliographical references and index
Notes
Online resource; title from digital title page (viewed on April 27, 2020)
