TY  - BOOK
AU  - Firth,Miriam
TI  - Service encounters in tourism, events and hospitality: staff perspectives 
T2  - Aspects of tourism
SN  - 978-1-84541-726-0
AV  - G155 F57 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
N1  - Includes bibliographical references (pages 172-181) and index
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"--
ER  -