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Learning by Sharing: Waiters’ and Bartenders’ Experiences of Service Encounters
Högskolan i Borås, Institutionen Handels- och IT-högskolan.
2008 (engelsk)Inngår i: Journal of Foodservice, ISSN 1748-0140, E-ISSN 1745-4506, Vol. 19, nr 1, s. 44-52Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

This paper aims at understanding what happens before, during and after critical service encounters, which gives an insight into which employee skills are central for coping with such encounters in hospitality. Furthermore, the study seeks to understand how educations, vocational training and informal training affect front liners' experiences of critical service encounters. Findings show that there are three catecogies of skills that are central to employees when dealing with critical service encounters: technical ( hard), social (soft) and aesthetic( appearence) skills. These skills are mainly learnt by formal education(Technical), informal information sharing among employees (social) and interaction with guests(aesthetic).

sted, utgiver, år, opplag, sider
Blackwell Synergy , 2008. Vol. 19, nr 1, s. 44-52
Emneord [en]
critical incidents, employee, restaurants, service encounters, skills, training, Marketing
HSV kategori
Identifikatorer
URN: urn:nbn:se:hb:diva-2395DOI: 10.1111/j.1745-4506.2007.00079.xLokal ID: 2320/3480OAI: oai:DiVA.org:hb-2395DiVA, id: diva2:870489
Tilgjengelig fra: 2015-11-13 Laget: 2015-11-13 Sist oppdatert: 2017-12-06bibliografisk kontrollert

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