Work process knowledge and customer service excellence: lessons from the Scottish visitor attraction industry
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 negati...