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Applying “work process knowledge” to visitor attractions venues
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 ...
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...
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Director Of Studies
The role of interactive technology in the co-creation of experience in Scottish visitor attractions
2014 - 2019
" As a sector that is reliant on the creation and management of memorable experiences, visitor attrac...
Dr Ellis Urquhart
| Director of Studies:
Prof Anna Leask
| Second Supervisor:
Dr Ivana Rihova
Developing middle managers in the Hong Kong public sector: A critique of leadership development from a labour process perspective
2010 - 2017
Developing middle managers in the Hong Kong public sector: a critique o...
Dr Jennifer O'Neil
| Director of Studies:
Prof Thomas Garavan
| Second Supervisor:
Dr Janice McMillan
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