Work Process Knowledge in Scottish Visitor Attractions

Name: Work Process Knowledge in Scottish Visitor Attractions
Brand: VDM Verlag Dr. Müller
SKU: 9783836464321
Price: 77.28 EUR
Availability: InStock

The Key to Excellent Customer Service

Autor: Shuna Marr

Jazyk:

Väzba: Brožovaná

Vydavateľ: VDM Verlag Dr. Müller

Dostupnosť: U vydavateľa na objednávku

Odosielame za 17-27 dní

77.28 €

In visitor attractions (VAs), the key to quality §service lies in interaction with staff, as this is...

Informácie o knihe

Autor

Shuna Marr

Jazyk

Angličtina

Väzba

Kniha - Brožovaná

Vydalo

2008

Stránok

260

EAN

9783836464321

Enbook ID

07005904

Vydavateľ

VDM Verlag Dr. Müller

Hmotnosť

403

Rozmery

150 x 220 x 16

Kompletný popis

In visitor attractions (VAs), the key to quality §service lies in interaction with staff, as this is §the most influential factor in shaping visitors' §perceptions. This book outlines ways in which §understanding and encouraging 'work process §knowledge' (WPK) can help managers empower employees §to deliver excellent customer service. WPK is a §concept for systems-level knowledge of the §workplace, most necessary in organisations using §multi-functional working; these conditions are §rapidly becoming established in the VA sector. This §book, based on a case study of 6 Scottish VAs, §identifies the nature of WPK in VAs, the integrated §and essential relationship WPK has to customer §service and factors affecting its development. The §research data show that WPK is an essential element §of workers' roles and a vital requirement in §providing excellent customer service. This book §would be of practical interest to managers not only §in tourism, but also any service industry where §employees have direct interaction with the customer. §Furthermore, those with an academic interest in WPK §will gain insights into previously unexplored §territory in this field. In visitor attractions (VAs), the key to quality §service lies in interaction with staff, as this is §the most influential factor in shaping visitors'' §perceptions. This book outlines ways in which §understanding and encouraging ''work process §knowledge'' (WPK) can help managers empower employees §to deliver excellent customer service. WPK is a §concept for systems-level knowledge of the §workplace, most necessary in organisations using §multi-functional working; these conditions are §rapidly becoming established in the VA sector. This §book, based on a case study of 6 Scottish VAs, §identifies the nature of WPK in VAs, the integrated §and essential relationship WPK has to customer §service and factors affecting its development. The §research data show that WPK is an essential element §of workers'' roles and a vital requirement in §providing excellent customer service. This book §would be of practical interest to managers not only §in tourism, but also any service industry where §employees have direct interaction with the customer. §Furthermore, those with an academic interest in WPK §will gain insights into previously unexplored §territory in this field.

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Work Process Knowledge in Scottish Visitor Attractions

The Key to Excellent Customer Service

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