Narrative analysis for decoding marketer-customer interactions in hospitality contexts
|dc.identifier.citation||Woodside, 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.publisher||Emerald Group Publishing Limited|
|dc.title||Narrative analysis for decoding marketer-customer interactions in hospitality contexts|
|dcterms.source.title||Advances in Culture, Tourism and Hospitality Research|
|curtin.department||School of Marketing|
|curtin.accessStatus||Fulltext not available|
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