Service Encounters in Tourism, Events and Hospitality

Reviews / Votes

I really enjoyed Service Encounters in Tourism, Events and Hospitality. The big point of difference of this book is how it addresses the employee-customer interface from the employee perspective. Firth skilfully takes readers on a journey to 'walk in the shoes' of service employees, providing vital insights for leaders. * David Solnet, The University of Queensland, Australia * For students of tourism, hospitality and events, and those teaching them, Miriam Firth's book offers refreshing and original insights into the all-important service encounter. Based on her original research, the text critically explores the staff dimension of customer service. In doing so, this engagingly written book cleverly combines theory and practice. * Fiona Jordan, University of the West of England, Bristol, UK * It is not often that I get really excited when I read a new textbook in the field of tourism, events and hospitality but Miriam Firth's fabulous exploration of the service encounter from an employee perspective in this volume brought a smile to my face. * Tom Baum, University of Strathclyde, UK * This book serves as a timely collective resource deliberating on this slightly neglected arena of service encounters from the delivery personnel's perspective [...] The book is certainly the first step to digging into more

profound methodological developments for this under-investigated field. -- Saurabh Kumar Dixit, North-Eastern Hill University, India * Journal of Qualitative Research in Tourism, Vol. 2, No. 1, 2021, *