Written rules and procedures governing the work make it clear to tourism employees what is expected of them. It ought to reduce role stress, since it serves to specify legitimate role senders and ways of behaving. ... and/or the service provider ac the amount of input required from the customer into the service delivery process ac the amount and type of judgements to be made by the tourism employee.
|Title||:||Managing Tourism Services|
|Publisher||:||Van Schaik Publishers - 2005-01-01|