Förlagets beskrivning
Significant challenges are faced by front-line hospitality and tourism employees interaction with customers on a daily basis. These challenges and the ways they are dealt with form the focus of this thesis. As they interact, a range of incidents may arise from highly satisfactory encounters to service failures. It has been argued that in order to achieve satisfactory service encounters, employees need to feel in control, satisfied and motivated as well as being given apporpriate assistance, information and training. Front-line employees in hospitality and tourism are focused on here due to the complex nature of the industry. It is commonly agreed that it is characterised by poor working conditions such as anti-social working hours, part-time and/or seasonal work, minimal on-the-job training and low levels of pay. These are all factors which may affect employee work satisfaction and motivation as well as recruitment and retention
Fler böcker av Christine Lundberg
Liknande böcker
Recensioner
Den här boken har tyvärr inte några recensioner ännu. Om du redan läst boken, skriv en recension!
Recensera boken
Skriv en recension och dela dina åsikter med andra. Försök att fokusera på bokens innehåll. Läs våra instruktioner för mer information.
Challenges in delivering services
Bokrecensioner » Challenges in delivering services : the front-line hospitality and tourism employee perspective
|
|
 |
|
|
|
|
