Work Process Knowledge in Scottish Visitor Attractions

Name: Work Process Knowledge in Scottish Visitor Attractions
Brand: VDM Verlag Dr. Müller
SKU: 9783836464321
Price: 331.38 PLN
Availability: InStock

The Key to Excellent Customer Service

Autor: Shuna Marr

Język:

Oprawa: Miękka

Wydawca: VDM Verlag Dr. Müller

Dostępność: Na zamówienie

Wysyłamy za 17-27 dni

331.38 zł

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

Informacje o książce

Autor

Shuna Marr

Język

Angielski

Oprawa

Książka - Miękka

Data wydania

2008

strony

260

EAN

9783836464321

Enbook ID

07005904

Wydawca

VDM Verlag Dr. Müller

Waga

403

Wymiary

150 x 220 x 16

Pełny opis

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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