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Learning by Sharing: Waiters’ and Bartenders’ Experiences of Service Encounters
University of Borås, School of Business and IT.
2008 (English)In: Journal of Foodservice, ISSN 1748-0140, E-ISSN 1745-4506, Vol. 19, no 1, 44-52 p.Article in journal (Refereed)
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).

Place, publisher, year, edition, pages
Blackwell Synergy , 2008. Vol. 19, no 1, 44-52 p.
Keyword [en]
critical incidents, employee, restaurants, service encounters, skills, training, Marketing
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:hb:diva-2395DOI: 10.1111/j.1745-4506.2007.00079.xLocal ID: 2320/3480OAI: oai:DiVA.org:hb-2395DiVA: diva2:870489
Available from: 2015-11-13 Created: 2015-11-13

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Lundberg, Christine
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