Critical service encounters in hotel restaurants: The personnel's perspective

Scandinavian Journal of Hospitality and Tourism

Volumn 11, Issue 1, 2011, Pages 1-19

  Lundberg, Christine ^a  

^a MID SWEDEN UNIVERSITY   (Sweden)

Author keywords

Critical incident technique; Critical service encounters; Five Aspects Meal Model; Restaurant workers

Indexed keywords

LABOR STANDARD; MANAGEMENT PRACTICE; RECRUITMENT (EMPLOYMENT); SERVICE PROVISION; SERVICE SECTOR; TRAINING; WORKPLACE;

EID: 79957660626     PISSN: 15022250     EISSN: 15022269     Source Type: Journal    
DOI: 10.1080/15022250.2011.525027     Document Type: Article

References (53)

1. Andersson, T., & Mossberg, L. (2004). Do restaurants satisfy customers needs? Food Service Technology, 4, 171-177.
2. Bebko, C.P. (2001). Service encounter problems: Which service providers are more likely to be blamed? Journal of Services Marketing, 15, 480-495.
3. Bejou, D., Edvardsson, B., & Rakowski, J.P. (1996). 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, 35, 35-40.
4. Bejou, D., & Palmer, A. (1998). Service failure and loyalty: An exploratory empirical study of airline customers. Journal of Services Marketing, 12, 7-22.
5. Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57-71.
6. Bitner, M.J., Booms, B.H., & Mohr, L.A. (1994). Critical service encounters: The employees' viewpoint. Journal of Marketing, 58, 95-106.
7. Bitner, M.J., Booms, B.H., & Tetreault, M.S. (1990). The service encounter: Diagnosing favourable and unfavourable incidents. Journal of Marketing, 54, 71-84.
8. Boshoff, C. (2007). Understanding service recovery satisfaction from a service encounter perspective: A pilot study. South African Journal of Business Management, 38, 41-51.
9. Chandon, J-L., Leo, P-Y., & Philippe, J. (1997). Service encounter dimensions - A dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel. International Journal of Service Industry Management, 8, 65-86.
10. Chell, E., & Pittaway, L. (1998). A study of entrepreneurship in the restaurant and café industry: Exploratory work using the critical incident technique as a methodology. International Journal of Hospitality Management, 17, 23-32.
11. Corvellec, H., & Lindquist, H. (Eds.) (2005). Servicemötet - Multidisciplinära öppningar. Malmö, Sweden: Liber.
12. Czepiel, J.A., Solomon, M.R., Suprenant, C.F., & Gutman, E.G. (1985). Service encounters: An overview. In J. A. Czepiel, M. R. Solomon, & C. F. Suprenant (Eds.), The service encounter: Managing employee/customer interaction in service business (pp. 3-15). Toronto: Lexington Books.
13. Edvardsson, B. (1992). Service breakdowns: A study of critical incidents in an airline. International Journal of Service Industry Management, 3, 17-29.
14. Edvardsson, B., & Strandvik, T. (2000). Is a critical incident critical for a customer relationship? Managing Service Quality, 10, 82-91.
15. Edwards, J.S.A., & Meiselman, H.L. (2005). The influence of positive and negative cues on restaurant food choice and food acceptance. International Journal of Contemporary Hospitality Management, 17, 332-344.
16. Flanagan, J.C. (1954). The critical incident technique. Psychological Bulletin, 51, 327-357.
17. Gupta, S., McLaughlin, E., & Gomez, M. (2007). Guest satisfaction and restaurant performance. Cornell Hotel and Restaurant Administration Quarterly, 48, 284-298.
18. Gremler, D.D. (2004). The critical incident technique in service research. Journal of Service Research, 7, 65-90.
19. Grönroos, C. (2006). Adopting a service logic for marketing. Marketing Theory, 6, 317-333.
20. Gustavsson, I-B., Öström, Å., Johansson, J., & Mossberg, L. (2006). The Five Aspects Meal Model: A tool for developing meal services in restaurants. Journal of Foodservice, 17, 84-93.
21. Halliday, S.V. (2004). How "placed trust" works in a service encounter. Journal of Services Marketing, 18, 45-59.
22. Hansen, D.E., & Danaher, P.J. (1999). Inconsistent performance during the service encounter: What's a good start worth? Journal of Service Research, 1, 227-235.
23. Hansen, K.V., Jensen, Ø., & Gustavsson, I-B. (2005). The meal experience of á la carte restaurant customers. Scandinavian Journal of Hospitality and Tourism, 5, 135-151.
24. Hjalager, A-M., & Andersen, S. (2001). Tourism employment: Contingent work or professional career? Employee Relations, 23, 115-129.
25. Hsieh, A-T., & Yen, C-H. (2005). The effect of customer participation on service providers' job stress. The Service Industries Journal, 25, 891-905.
26. Hui, M.K., & Toffoli, R. (2002). Perceived control and consumer attribution for the service encounter. Journal of Applied Social Psychology, 32, 1825-1844.
27. Jönsson, P., & Knutsson, H. (2009). Management control of a meal experience: Comments on the Five Aspects Meal Model. Journal of Foodservice, 20, 181-188.
28. Karatepe, O.M., & Baddar, L. (2006). An empirical study of the selected consequences of frontline employees' work-family conflict and family-work conflict. Tourism Management, 27, 1017-1028.
29. Karatepe, O.M., & Uludag, O. (2007). Conflict, exhaustion, and motivation: A study of frontline employees in Northern Cyprus hotels. Hospitality Management, 26, 645-665.
30. Kim, W.G., Ng, C.Y.N., & Kim, Y-S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention and word-of-mouth. International Journal of Hospitality Management, 28, 10-17.
31. Kim, H.J., Shin, K.H., & Umbreit, W.T. (2007). Hotel job burnout: The role of personality characteristics. Hospitality Management, 26, 421-434.
32. Lewis, B.R., & Entwistle, T.W. (1990). Managing the service encounter: A focus on the employee. International Journal of Service Industry Management, 1, 41-52.
33. Liu, C-H. (2008). The perceptions of waiters and customers on restaurant tipping. Journal of Services Marketing, 22, 95-103.
34. Lucas, R.E. (2004). Employment relations in the hospitality and tourism industries. London: Routledge.
35. Lynn, M. (2001). Restaurant tipping and service quality: A tenuous relationship. Cornell Hotel and Restaurant Administration Quarterly, 42, 14-20.
36. Lynn, M. (2009). Individual differences in self-attributed motives for tipping: Antecedents, consequences, and implications. International Journal of Hospitality Management, 28, 432-438.
37. Mattila, A.S., Grandey, A.A., & Fisk, G.M. (2003). The interplay of gender and affective tone in service encounter satisfaction. Journal of Service Research, 6, 136-143.
38. McGivern, Y. (2006). The practice of market and social research: An introduction. London, UK: Prentice Hall.
39. Nickson, D., Warhurst, C., & Dutton, E. (2005). The importance of attitude and appearance in the service encounter in retail and hospitality. Managing Service Quality, 15, 195-208.
40. Nielsen, J.F., & Host, V. (2000). The path to service encounter performance in public and private 'bureaucracies'. The Service Industries Journal, 20, 40-60.
41. Oh, H. (2000). Diners' perceptions of quality, value, and satisfaction: A practical viewpoint. Cornell Hotel and Restaurant Administration Quarterly, 41, 58-66.
42. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
43. Parish, J.T., Berry, L.L., & Lam, S.Y. (2008). The effect of the servicescape on service workers. Journal of Service Research, 10, 220-238.
44. Pugh, S.D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.
45. Riley, M. (1996). Human resource management in the hospitality and tourism industry, 2nd edn. Oxford: Butterworth-Heinemann.
46. Sayre, S. (2001). Qualitative methods for marketplace research. Thousand Oaks, CA: Sage Publications Inc.
47. Shaw, G., & Williams, A.M. (2002). Critical issues in tourism - A geographical perspective, 2nd edn. Oxford, UK: Blackwell Publishers.
48. Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36, 56-60.
49. Svensson, G. (2006). Sequential service quality in service encounter chains: Case studies. Journal of Services Marketing, 20, 51-58.
50. Susskind, A.M., Kacmar, K.M., & Borchgrevink, C.P. (2007). How organizational standards and coworker support improve restaurant service. Cornell Hotel and Restaurant Administration Quarterly, 48, 370-379.
51. Wall, E.A., & Berry, L.L. (2007). The combined effects of the physical environment and employee behaviour on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly, 48, 59-69.
52. Wong, A., & Sohal, A. (2003). A critical incident approach to the examination of customer relationship management in a retail chain: An exploratory study. Qualitative Marketing Research: An International Journal, 6, 248-262.
53. Yoo, J.J-E., Shin, S-Y., & Yang, I-S. (2006). Key attributes of internal service recovery strategies as perceived by frontline food service employees. Hospitality Management, 25, 496-509.