Marr, S. (2011). Applying “work process knowledge” to visitor attractions venues. International Journal of Event and Festival Management. 2(2), 151-169. doi:10.1108/17582951111136577. ISSN 1758-2954
– 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 o...
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...
As a sector that is reliant on the creation and management of memorable experiences, visitor attrac...
This study was concerned with an investigation into the service quality of an indepe...
Developing middle managers in the Hong Kong public sector: a critique o...