Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/experienced-staff-and-tailoring-food-service-5Idp8JmiE0
- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 0959-6119
- DOI
- 10.1108/09596119210007910
- Publisher site
- See Article on Publisher Site
Abstract
Customer service training for food service staff is typicallystructured around simple procedures often based on acronyms and isrestricted to induction training. Two potential limitations stem fromthese practices current training may fail to address the subtle generalchanges in approach which come with experience in food service currentapproaches may not highlight the differences in service situations whichcould benefit from changes in specific behaviour, i.e. situations towhich customer service can be tailored. Describes a study identifyingthe sophistication of food service skills and highlights many generalbehavioural differences between novice and experienced staff. Reveals aframework of different customer situation contexts to which servicebehaviours can be tailored. Discusses the implications of the study forstaff training.
Journal
International Journal of Contemporary Hospitality Management – Emerald Publishing
Published: Jan 1, 1992