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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.