All Outputs (2)

Applying “work process knowledge” to visitor attractions venues (2011)
Journal Article
Marr, S. (2011). Applying “work process knowledge” to visitor attractions venues. International Journal of Event and Festival Management, 2(2), 151-169. https://doi.org/10.1108/17582951111136577

Purpose – The purpose of this paper is to illuminate how the strategic decisions a visitor attraction (VA) makes in relation to how it handles weddings or corporate functions on site will have a direct affect on what “work process knowledge” (WPK) a... Read More about Applying “work process knowledge” to visitor attractions venues.

Work process knowledge and customer service excellence: lessons from the Scottish visitor attraction industry (2008)
Journal Article
Marr, S. (2008). Work process knowledge and customer service excellence: lessons from the Scottish visitor attraction industry. Managing Leisure, 13(3-4), (227-241). doi:10.1080/13606710802200910. ISSN 1360-6719

This article illuminates what underpins customer service performance. In understanding the concept of ‘work process knowledge’ (WPK) and the factors that positively and negatively affect its development, the service sector manager possesses an effect... Read More about Work process knowledge and customer service excellence: lessons from the Scottish visitor attraction industry.