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Viewing report
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Work Process Knowledge in Scottish Visitor
Attractions. Edition No. 1
VDM Publishing House, Dec 2008, Pages: 260
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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