The critical incident technique in hospitality research: An illustration from the UK lodge sector

Tourism Management

Volumn 19, Issue 1, 1998, Pages 93-98

  Callan, Roger J ^a  

^a MANCHESTER METROPOLITAN UNIVERSITY   (United Kingdom)

Author keywords

Critical incident technique; Grading; Lodges; Quality; UK

Indexed keywords

EID: 0001854385     PISSN: None     EISSN: 02615177     Source Type: Journal    
DOI: 10.1016/S0261-5177(97)00078-2     Document Type: Article

References (34)

1. Czepiel, J., Solomon, M. R. and Surprenant, C. F., The Service Encounter. Lexington Books, New York, 1985.
2. Carlzon, J., Moments of Truth. Ballinger, Cambridge, MA, 1987.
3. Bitner, M. J., Evaluating service encounters: the effect of physical surroundings and employee responses. Journal of Marketing 1990, 54, 69-82.
4. Bitner, M. J., Booms, B. H. and Tetreault, M. S., The service encounter: diagnosing favourable and unfavourable incidents. Journal of Marketing 1990, 54, 71-84.
5. Solomon, M., Suprenant, C., Czepiel, J. and Gutman, E., A role theory perspective on dyadic interactions: the service encounter. Journal of Marketing 1985, 49, 99-111.
6. Shostack, L. G., Planning the service encounter. In The Service Encounter, ed. J. A. Czepiel, M. R. Solomon and C. F. Suprenant. Lexington Books, Lexington, MA, 1985, pp. 243-254.
7. Parasuraman, A., Zeithaml, V. A. and Berry, L. L., A conceptual model of service quality and its implications for future research. Journal of Marketing 1985, 49, 41-50.
8. Nightingale, M., The hospitality industry: defining standards for a quality assurance programme - a study of perceptions. Service Industries Journal 1985, 5, (1), 9-22.
9. Flanagan, J. C., The critical incident technique. Psychological Bulletin 1954, 51(4), 327-359.
10. Andersson, B.-E. and Nilsson, S.-G., Studies in the reliability and validity of the critical incident technique. Journal of Applied Psychology 1964, 48(6), 398-403.
11. White, F. M. and Locke, E. A., Perceived determinants of high and low productivity in three occupational groups: a critical incident study. Journal of Management Studies 1981, 18(4), 375-387.
12. Latham, G., Saari, L. M., Pursell, E. D. and Campion, M. A., The situational interview. Journal of applied Psychology 1980, 65(4), 422-427.
13. Latham, G. and Saari, L. M., Do people do what they say? Further studies on the situational interview. Journal of Applied Psychology 1984, 69(4), 569-573.
14. Pursell, E. D., Campion, M. A. and Gaylord, S. A., Structured interviewing: avoiding selection problems. Personnel Journal, 1980, 907-912.
15. Lockwood, A., Maintaining the magic: diagnosing satisfying and dissatisfying service encounters in hotel operations. Paper presented at the 46th annual CHRIE Conference, Orlando FL. 1992, 28 July-1 August.
16. Gilbert, D. C. and Morris, L., The usefulness of critical incident technique analysis in isolating travel satisfactions. International Journal of Contemporary Hospitality Management 1995, 7(4), v-vii.
17. Edvardsson, B., Service breakdowns: a study of critical incidents in an airline. International Journal of Service Industry Management 1992, 3, (4), 17-29.
18. Copas, E. M., Critical requierments for co-operating teachers. Journal of Teacher Education 1982, 35, (6), 49-54.
19. Cotterell, J. L., Student experiences following entry into secondary school. Educational Research 1982, 24(2), 296-302.
20. Partlow, C. G., Hearne, S. A. and MacLaurin, D. J., A 'critical' look at student self evaluation. Hospitality Education and Research Journal 1988, 12, (2), 47-55. Sp. Issue
21. Ingalsbe, N. and Spears, M. C., Development of an instrument to evaluate critical incident performance. Journal of the American Dietetic Association 1979, 74, 134-139.
22. George, R. T., Learning by example: the critical incident technique. Cornell HRA Quarterly 1989, 30(2), 58-60.
23. Bitner, M. J., Nyquist, J. D. and Booms, B. H., The critical incident as a technique for analyzing the service encounter. In Services Marketing in a Changing Environment, ed. T. M. Bloch, G. D. Upah and V. A. Zeithaml. American Marketing Association, Chicago, IL, 1985, pp. 48-51.
24. Lockwood, A., Using service incidents to identify quality improvement points. International Journal of Contemporary Hospitality Management 1994, 6(1/2), 75-80.
25. Gilbert, D. C. and Morris, L., The relative importance of hotels and airlines to the business traveller. International Journal of Hospitality Management 1995, 7, (6), 19-23.
26. Callan, R. J. and Lefebve, C., Classification and grading of UK Lodges. Tourism Management 1997, 18(7), 417-424.
27. Ronan, W. W. and Latham, G. P., The reliability and validity of the critical incident technique: a closer look. Studies in Personnel Psychology 1974, 6(1), 53-64.
28. Ovretveit, J. A., Towards market focused measures of customer purchaser perceptions of service. Quality forum 1992, 18, (1), 21-24.
29. Nyquist, J. D., Bitner, M. J. and Booms, B. H., Identifying communication difficulties in the service encounter - a critical incident approach. In The Service Encounter, ed. J. A. Czepiel, M. R. Solomon and C. F. Suprenant. Lexington Books, Lexington, MA, 1985, pp. 195-211.
30. Moser, C. A. and Kalton, G., Survey Methods in Social Investigation, 2nd edn. Heinemann, London, 1986.
31. Bejou, D., Edvardsson, B. and Rakowski, J. P., A critical incident approach to examining the effects of service failures on customer relationships: the case of Swedish and US airlines. Journal of Travel Research 1996, XXXV, (1), 35-40.
32. Cadotte, E. R. and Turgeon, N., Key factors in guest satisfaction. Cornell HRA Quarterly 1988, 28, (4), 45-51.
33. Lewis, R. C., The measurement of gaps in the quality of hotel services. International Journal of Hospitality Management 1987, 6, (2), 83-88.
34. Parasuraman, A., Zeithaml, V. A. and Berry, L. L., SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988, 64(1), 12-40.