Narrative analysis for decoding marketer-customer interactions in hospitality contexts
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 lear...
| Main Authors: | , |
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| Format: | Journal Article |
| Published: |
Emerald Group Publishing Limited
2011
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| Online Access: | http://hdl.handle.net/20.500.11937/53839 |
| _version_ | 1848759240649342976 |
|---|---|
| author | Woodside, Arch Coleman, L. |
| author_facet | Woodside, Arch Coleman, L. |
| author_sort | Woodside, Arch |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T09:56:44Z |
| format | Journal Article |
| id | curtin-20.500.11937-53839 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:56:44Z |
| publishDate | 2011 |
| publisher | Emerald Group Publishing Limited |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-538392017-10-24T06:23:44Z Narrative analysis for decoding marketer-customer interactions in hospitality contexts Woodside, Arch Coleman, L. 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. 2011 Journal Article http://hdl.handle.net/20.500.11937/53839 10.1108/S1871-3173(2011)0000005012 Emerald Group Publishing Limited restricted |
| spellingShingle | Woodside, Arch Coleman, L. Narrative analysis for decoding marketer-customer interactions in hospitality contexts |
| title | Narrative analysis for decoding marketer-customer interactions in hospitality contexts |
| title_full | Narrative analysis for decoding marketer-customer interactions in hospitality contexts |
| title_fullStr | Narrative analysis for decoding marketer-customer interactions in hospitality contexts |
| title_full_unstemmed | Narrative analysis for decoding marketer-customer interactions in hospitality contexts |
| title_short | Narrative analysis for decoding marketer-customer interactions in hospitality contexts |
| title_sort | narrative analysis for decoding marketer-customer interactions in hospitality contexts |
| url | http://hdl.handle.net/20.500.11937/53839 |