Service Encounters
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The Language Of Service Encounters
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Author : J. César Félix-Brasdefer
language : en
Publisher: Cambridge University Press
Release Date : 2015-04-30
The Language Of Service Encounters written by J. César Félix-Brasdefer and has been published by Cambridge University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-04-30 with Language Arts & Disciplines categories.
A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.
A Multidisciplinary Approach To Service Encounters
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Author : María de la O Hernández-López
language : en
Publisher: BRILL
Release Date : 2015-05-19
A Multidisciplinary Approach To Service Encounters written by María de la O Hernández-López and has been published by BRILL this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-19 with Language Arts & Disciplines categories.
In A Multidisciplinary Approach to Service Encounters, María de la O Hernández-López and Lucía Fernández-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers’ communication in different professional settings. Service encounters have been widely studied due to the fact that the communicative exchange between the customer and the server is essential for the success of the service encounter itself. In this volume, the role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing. This is achieved through the presentation of works from a variety of perspectives that may help to advance in this particular context and also contribute to improving communication in service encounters.
Service Encounters In Tourism Events And Hospitality
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Author : Miriam Firth
language : en
Publisher: Channel View Publications
Release Date : 2020-01-30
Service Encounters In Tourism Events And Hospitality written by Miriam Firth and has been published by Channel View Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-01-30 with Business & Economics categories.
This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.
Technology Mediated Service Encounters
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Author : Pilar Garcés-Conejos Blitvich
language : en
Publisher: John Benjamins Publishing Company
Release Date : 2019-01-10
Technology Mediated Service Encounters written by Pilar Garcés-Conejos Blitvich and has been published by John Benjamins Publishing Company this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-10 with Language Arts & Disciplines categories.
The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.
Intercultural Service Encounters
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Author : Piyush Sharma
language : en
Publisher: Springer
Release Date : 2018-06-19
Intercultural Service Encounters written by Piyush Sharma and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-06-19 with Business & Economics categories.
This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.
Intercultural Differences Of Customer Emotions In Service Encounters
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Author : Pirmin Seßler
language : en
Publisher: GRIN Verlag
Release Date : 2009-09-15
Intercultural Differences Of Customer Emotions In Service Encounters written by Pirmin Seßler and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-09-15 with Business & Economics categories.
Bachelor Thesis from the year 2009 in the subject Business economics - Miscellaneous, grade: 1,3, Catholic University Eichstätt-Ingolstadt, language: English, abstract: The thesis is structured as follows: In a first step, the basics of services marketing are presented and the distinguished characteristics of services are addressed. Consequently, service encounters are introduced as the first building block of this thesis. In addition, the fundamentals of emotions and culture are outlined. Subsequently, chapter 3 deals with the relevance of emotions and culture in service encounters. In the following, the interplay between culture and emotion is brought to the fore by presenting the three main approaches concerning this matter. Subsequently, the perspective is narrowed down on the cultural dimension of Individualism/Collectivism and its influence on emotions (chapter 4). The compiled results from this approach are then employed to deduce implications for the management of services in general and concrete consequences for service staff in particular (chapter 5). Ultimately, main findings are summarized, an outlook is given and suggestions for further research opportunities into this domain are suggested.
Operations Management
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Author : Alison Bettley
language : en
Publisher: SAGE
Release Date : 2005-10-03
Operations Management written by Alison Bettley and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-10-03 with Business & Economics categories.
`This reader is an outstanding piece of work. It captures the essence of operations management by providing an interesting and sometimes provoking set of readings. It also provides an excellent review of the topic. Its approach to operations management is both topical and comprehensive. The editors have done an outstanding job of including many of the significant recent developments in the area, particularly in the technology and operations strategy areas' - Nigel Slack, Professor of Operations Strategy, Warwick University
Managing Employee Attitudes And Behaviors In The Tourism And Hospitality Industry
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Author : Salih Kusluvan
language : en
Publisher: Nova Publishers
Release Date : 2003
Managing Employee Attitudes And Behaviors In The Tourism And Hospitality Industry written by Salih Kusluvan and has been published by Nova Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.
Customer Service Delivery
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Author : Lawrence Fogli
language : en
Publisher: John Wiley & Sons
Release Date : 2006-02-02
Customer Service Delivery written by Lawrence Fogli and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-02-02 with Business & Economics categories.
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Information And Communication Technologies In Tourism 2022
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Author : Jason L. Stienmetz
language : en
Publisher: Springer Nature
Release Date : 2022-01-07
Information And Communication Technologies In Tourism 2022 written by Jason L. Stienmetz and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-01-07 with Business & Economics categories.
This open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research.