Marr, S: Work Process Knowledge in Scottish Visitor Attracti

In visitor attractions (VAs), the key to quality service lies in interaction with staff, as this is the most influential factor in shaping visitors‘‘ perceptions. This book outlines ways in which understanding and encouraging ‘‘work process knowledge‘‘ (WPK) can help managers empower employees to deliver excellent customer service. WPK is a concept for systems-level knowledge of the workplace, most necessary in organisations using multi-functional working; these conditions are rapidly becoming established in the VA sector. This book, based on a case study of 6 Scottish VAs, identifies the nature of WPK in VAs, the integrated and essential relationship WPK has to customer service and factors affecting its development. The research data show that WPK is an essential element of workers‘‘ roles and a vital requirement in providing excellent customer service. This book would be of practical interest to managers not only in tourism, but also any service industry where employees have direct interaction with the customer. Furthermore, those with an academic interest in WPK will gain insights into previously unexplored territory in this field.