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Learning by sharing: waiters’ and bartenders’ experiences of service encounters
Örebro University, School of Hospitality, Culinary Arts & Meal Science.
Örebro University, School of Hospitality, Culinary Arts & Meal Science.
2008 (English)In: Journal of Foodservice, ISSN 1748-0159, Vol. 19, no 1, 44-52 p.Article in journal (Refereed) 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 education, vocational training and informal training affect front liners' experiences of critical service encounters. Findings show that there are three categories of skills that are central to employees when dealing with critical service encounters: technical ('hard'), social ('soft') and aesthetic (appearance) 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
Oxford: Blackwell , 2008. Vol. 19, no 1, 44-52 p.
Research subject
Culinary Arts and Meal Science
Identifiers
URN: urn:nbn:se:oru:diva-9177DOI: 10.1111/j.1745-4506.2007.00079.xOAI: oai:DiVA.org:oru-9177DiVA: diva2:287836
Available from: 2010-01-19 Created: 2010-01-19 Last updated: 2010-09-24Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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