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

References

• Boreham , N. 2002a . “ Work process knowledge in technological and organizational development ” . In Work Process Knowledge , Edited by: Boreham , N. , Samurçay , R. and Fischer , M. 1 – 14 . London and New York : Routledge .
   Google Scholar
• Boreham , N. 2002b . Work process knowledge, curriculum control and the work-based route to vocational qualifications . British Journal of Educational Studies , 50 : 225 – 237 .
   Web of Science ®Google Scholar
• Buissink-Smith , N. and McIntosh , A. 2001 . Conceptualizing the ‘Spirit of Service’ in tourism education and training: A case study from New Zealand . Journal of Teaching in Travel and Tourism , 1 : 79 – 96 .
   Google Scholar
• Cohen , L. , Manion , L. and Morrison , K. 2000 . Research Methods in Education, , fifth edition , London : RoutledgeFalmer .
   Google Scholar
• Garrod , B. , Fyall , A. and Leask , A. 2000 . “ Managing visitor impacts at Scottish visitor attractions ” . Aberdeen University . available at http://users.aber.ac.uk/bgg/wp1.pdf
   Google Scholar
• Garrod , B. , Leask , A. and Fyall , A. 2007 . An assessment of ‘International Best Practice’ in visitor management: Does Scotland really lag behind? . International Journal of Tourism Research , 9 : 21 – 42 .
   Google Scholar
• Hermann , S. 2004 . “ How the service sector is moving from standardisation to increasing complexity: An example from the hotel industry ” . In Identifying Skills Needs for the Future: From Research to Policy and Practice , 149 – 154 . Luxembourg : Cedefop .
   Google Scholar
• Jones , E. and Haven-Tang , C. 2005 . “ Tourism SMEs, service quality and destination competitiveness ” . In Tourism SMEs, Service Quality and Destination Competitiveness , Edited by: Jones , E. and Haven-Tang , C. 1 – 24 . Oxfordshire : CAB International .
   Google Scholar
• Kandampully , J. 1997 . “ Quality service in tourism ” . In Hospitality, Tourism and Leisure Management , Edited by: Foley , M. , Lennon , J. J. and Maxwell , G. 3 – 20 . London : Cassell .
   Google Scholar
• Leask , A. and Fyall , A. 2006 . Researching the management of visitor attractions: International comparative studies . Tourism Recreation Research , 31 : 23 – 32 .
   Google Scholar
• Lee-Ross , D. 2001 . ‘Carry your bag sir?’ Measuring service disposition . Hospitality Review , 3 : 44 – 48 .
   Google Scholar
• Leighton , D. 2006 . ‘Step back in time and live the legend’: Experiential marketing and the heritage sector . International Journal of Nonprofit and Voluntary Sector Marketing , 12 : 117 – 125 .
   Google Scholar
• Marr , S. 2007 . Work Process Knowledge in Scottish Visitor Attractions , University of Stirling . Ph.D. Thesis
   Google Scholar
• Scotexchange . 2007a . Analysis of visits 2006 by volume, attendance and admission policy, table 4.1.3. Scotexchange . available at http://www.scotexchange.net/vam2006analysis.pdf
   Google Scholar
• Scotexchange . 2007b . “ Top 20 paid and free attractions ” . Scotexchange . available at http://www.scotexchange.net/vamtop20paid_free.pdf
   Google Scholar
• Stevens , T. 2003 . “ The future of visitor attractions ” . In Managing Visitor Attractions: New Directions , Edited by: Fyall , A. , Garrod , B. and Leask , A. 284 – 298 . Oxford : Butterworth-Heinemann .
   Google Scholar
• Swarbrooke , J. 2002 . The Development and Management of Visitor Attractions, , second edition , Oxford : Butterworth Heinemann .
   Google Scholar
• Wall , E. and Berry , L. 2007 . The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality . Cornell Hotel and Restaurant Administration Quarterly , 48 : 59 – 69 .
   Google Scholar
• Williams , C. and Thwaites , E. 2007 . Adding value to tourism and leisure organizations through frontline staff . Tourism Recreation Research , 32 : 95 – 105 .
   Google Scholar
• Yin , R. 2003 . Case Study Research: Design and Methods, , third edition , Vol. 5 , London : Sage Publications Ltd .
   Google Scholar