You’re Stopping Me from Giving Quality Service

Abstract

Quality initiatives need to be translated into actions by employees. Highlights the importance of eliciting the knowledge and beliefs which employees use to guide their decisions at work and argues that everyday discourse (e.g. conversation, group discussion) is an inadequate basis from which to unearth this information. Outlines a variety of psychological techniques which can be used to help people “get at” their own views. A study is reported which used situational interviewing and the repertory grid technique to elicit the models which food servers in the hospitality industry have of internal systems and procedures. The “maps” which food servers have of service situations and colleagues reveal areas for quality improvement.

Resident Perceptions of Tourist Attractions on the Gold Coast of Australia

“…The outdoor recreation and hospitality fields have also employed PCT, though in a more limited way. Alton and Leiber (1983) identified preference attributes as predictors for actual trail usage, while Sparrow and Wood (1994) identified the reaction of food servers to various customer-related situations. PCT has also been used to assess job performance dimensions among hotel managers (Anda Papadopoulou and Wilkie 1995).…”

Why Do Employees Stay? A Qualitative Exploration of Employee Tenure

“…Additionally, this research and Sparrow and Wood's (1994) research both suggest that identifying individual employees can have a positive perception of self-worth and trust which could help to instill this in other employees to further help to reduce turnover.…”

“…They further stated that discovering why employees stay could enable management to use this information to instill this in other employees. Commitment interviews also may help in further reducing turnover by singling out employees that enhance their feelings of self-worth and trust by management (Sparrow & Wood, 1994). Kaak et al (1998) found that identifying characteristics associated with employee's willingness to stay in a job (employment tenure) could be used as predictors of job tenure.…”

Stakeholder Service Perspectives: a Triadic Analysis of Service Quality in South Mississippi Fine Dining Restaurants

“…Several arguments for approaching service research from a triadic perspective were suggested by Bitner, Blooms, and Mohr (1994), Sparrow andWood (1994), andChandon, Leo, andPhilippe (1997). Bitner et al (1994) suggested that obtaining a more complete view of the service encounter required understanding the service encounter from multiple perspectives.…”