Preventing customer altercations in nightclubs

Cornell Hotel and Restaurant Administration Quarterly

Volumn 38, Issue 2, 1997, Pages 82-94

  Berkley, Blair J ^a  

^a NONE

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EID: 0031116527     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1177/001088049703800228     Document Type: Article

References (20)

1. 1 Leonard L. Berry and A. Parasuraman, Marketing Services: Competing through Quality (New York: The Free Press, 1991), p. 20.
2. 2 Robert R. Holt, "Effects of Ego-Involvement upon Levels of Aspiration," Psychiatry, Vol. 8, No. 3 (1945), p. 305.
3. 3 It can be argued that many nightclub operators focus solely on attracting women who in turn will attract men. For those operators, the challenge is creating a safe environment that will attract women.
4. 4 Charles Smith, Introduction to Reliability in Design (New York: McGraw-Hill, 1976), pp. 5-6.
5. 5 Lawrence D. Miles, Techniques of Value Analysis and Engineering (NewYork: McGraw-Hill, 1961). For the historical development of function analysis and of Miles's work, see: Theodore C. Fowler, Value Analysis in Design (New York: Van Nostrand Reinhold, 1990), pp. 1-18.
6. 5 Lawrence D. Miles, Techniques of Value Analysis and Engineering (NewYork: McGraw-Hill, 1961). For the historical development of function analysis and of Miles's work, see: Theodore C. Fowler, Value Analysis in Design (New York: Van Nostrand Reinhold, 1990), pp. 1-18.
7. 6 Lawrence D. Miles, Techniques of Value Analysis and Engineering, second edition (New York: McGraw-Hill, 1972), p. 27.
8. 7 See: Kaneo Akiyama, Function Analysis: Systematic Improvement of Quality and Performance (Cambridge. MA: Productivity Press, 1989), pp. 41-46; and Blair J. Berkley, "Designing Services with Function Analysis," Hospitality Research Journal, Vol. 20, No. 1 (1996), pp. 73-100.
9. 7 See: Kaneo Akiyama, Function Analysis: Systematic Improvement of Quality and Performance (Cambridge. MA: Productivity Press, 1989), pp. 41-46; and Blair J. Berkley, "Designing Services with Function Analysis," Hospitality Research Journal, Vol. 20, No. 1 (1996), pp. 73-100.
10. 8 Charles W. Bytheway, "The Creative Aspects of FAST Diagramming," in SAVE Proceedings, ed. J.J. Kaufman (Smyrna, GA: Society of American Value Engineers, 1971), pp. 301-312.
11. 9 For example, less-affluent customers can be excluded by high cover or admission charges and high drink prices.
12. 10 Gently turning away potential customers at the front door is not easy, but it is easier and much less disruptive than handling customer altercations inside. Indeed, if the customer-selection function is working properly, most altercations will occur at the front door when, for example, someone is denied admission. To minimize the consequences of front-door altercations, nightclubs can post much of their management and security staff there. There are still at least two risks, however. An altercation outside might drive away other customers standing in line by creating an impression that the club is a hostile environment. Another risk is that customers who are turned away may return with an army of friends and even weapons. Nevertheless, it is important to initiate the customer-selection functions outside, at the front door. In the long run, doing so will help ensure the reputation and success of the club.
13. 11 Ejecting an unruly customer is sometimes referred to as "86-ing" the customer. Many nightclubs follow a policy that customers involved in altercations are "86ed" for life. A legal term for such banishment is persona non grata.
14. 12 Patrick M. Wright and Raymond A. Noe, Management of Organizations (Chicago: Richard D. Irwin. 1996), p. 326.
15. 13 See, for example: Abe Feder, "Atmosphere and Lighting," Cornell Hotel and Restaurant Administration Quarterly, Vol. 6, No. 3 (November 1965), pp. 66-68; and Eino Lampi, "Hotel and Restaurant Lighting," Cornell Hotel and Restaurant Administration Quarterly, Vol. 13, No. 4 (February 1973), pp. 53-64.
16. 13 See, for example: Abe Feder, "Atmosphere and Lighting," Cornell Hotel and Restaurant Administration Quarterly, Vol. 6, No. 3 (November 1965), pp. 66-68; and Eino Lampi, "Hotel and Restaurant Lighting," Cornell Hotel and Restaurant Administration Quarterly, Vol. 13, No. 4 (February 1973), pp. 53-64.
17. 14 See: Denney G. Rutherford, "Managing Guest Intoxication: A Policy to Limit Third-Party Liability," Cornell Hotel and Restaurant Administration Quarterly, Vol. 26, No. 3 (November 1985), pp. 64-69; and Gerald D. Robin, "Alcohol-Server Liability: What the Courts Are Saying," Cornell Hotel and Restaurant Administration Quarterly, Vol. 31, No. 4 (February 1991), pp. 100-105.
18. 14 See: Denney G. Rutherford, "Managing Guest Intoxication: A Policy to Limit Third-Party Liability," Cornell Hotel and Restaurant Administration Quarterly, Vol. 26, No. 3 (November 1985), pp. 64-69; and Gerald D. Robin, "Alcohol-Server Liability: What the Courts Are Saying," Cornell Hotel and Restaurant Administration Quarterly, Vol. 31, No. 4 (February 1991), pp. 100-105.
19. 15 In my survey only one of the 28 participants is female. I believe it would be unwise to send a female manager out on the floor to do preventative maintenance (security). Realistically, it is unsafe and probably would not be effective. Should the general manager be female, a male security manager most likely would do preventative maintenance on the floor.
20. 16 Christopher W.L. Hart, James L. Heskett, and W. Earl Sasser, Jr., "The Profitable Art of Service Recovery," Harvard Business Review, Vol. 90, No. 4 (July-August 1990), pp. 148-156.