Work process knowledge and customer service excellence: lessons from the Scottish visitor attraction industry

Abstract

This article illuminates what underpins customer service performance. In understanding the concept of ‘work process knowledge’ (WPK) and the factors that positively and negatively affect its development, the service sector manager possesses an effective management tool. This can be used to improve the service performance of both individual workers and the collective competence of their organization. The paper thus presents a potential solution to improving customer service, which service sector managers can affect themselves. It begins with a brief examination of the concept of WPK and the current state of the visitor attraction (VA) sector in which the case study was set. Following this, the research methodology is outlined, and an overview of the six VAs that participated in the study is given. Thereafter, the main factors that affect WPK are synthesized, reflected upon, and discussed, relating to specific examples in the VA sector. Finally, recommendations are posed for further research of the topic.