Electronic Resource
Bingley
:
Emerald
International journal of contemporary hospitality management
6 (1994), S. 61-67
ISSN:
0959-6119
Source:
Emerald Fulltext Archive Database 1994-2005
Topics:
Economics
Notes:
Quality initiatives need to be translated into actions by employees.Highlights the importance of eliciting the knowledge and beliefs whichemployees use to guide their decisions at work and argues that everydaydiscourse (e.g. conversation, group discussion) is an inadequate basisfrom which to unearth this information. Outlines a variety ofpsychological techniques which can be used to help people "get at" theirown views. A study is reported which used situational interviewing andthe repertory grid technique to elicit the models which food servers inthe hospitality industry have of internal systems and procedures. The"maps" which food servers have of service situations and colleagues revealareas for quality improvement.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1108/09596119410052152
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