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dc.contributor.authorWoodside, Arch
dc.contributor.authorColeman, L.
dc.identifier.citationWoodside, A. and Coleman, L. 2011. Narrative analysis for decoding marketer-customer interactions in hospitality contexts. Advances in Culture, Tourism and Hospitality Research. 5: pp. 223-231.

Drama enactments by trainees (DETs) include verbal and contextual exchanges by two or more trainees in customer-server dramas usually in the presence of trainee observers and trainers. DETs' objectives include nurturing the conscious, decoding unconscious thinking and action, and informing learning of customer-server exchanges. Training in DETs provides an opportunity to practice which increases knowledge and skills necessary for performing customer-server exchanges accurately and achieving high customer satisfaction. This chapter is a case study report on an in-class drama enactment of a hotel guest and receptionist face-toface encounter. The enactment includes face-to-face conversations between two actors and within selves.

dc.publisherEmerald Group Publishing Limited
dc.titleNarrative analysis for decoding marketer-customer interactions in hospitality contexts
dc.typeJournal Article
dcterms.source.titleAdvances in Culture, Tourism and Hospitality Research
curtin.departmentSchool of Marketing
curtin.accessStatusFulltext not available

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