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Titolo:
THE CRITICAL INCIDENT TECHNIQUE IN HOSPITALITY RESEARCH - AN ILLUSTRATION FROM THE UK LODGE SECTOR
Autore:
CALLAN RJ;
Indirizzi:
MANCHESTER METROPOLITAN UNIV,DEPT HOTEL CATERING & TOURISM MANAGEMENT,HOLLINGS FAC,OLD HALL LANE MANCHESTER M14 6HR LANCS ENGLAND
Titolo Testata:
Tourism management
fascicolo: 1, volume: 19, anno: 1998,
pagine: 93 - 98
SICI:
0261-5177(1998)19:1<93:TCITIH>2.0.ZU;2-T
Fonte:
ISI
Lingua:
ENG
Soggetto:
SITUATIONAL INTERVIEW; SERVICE ENCOUNTER; QUALITY;
Keywords:
CRITICAL INCIDENT TECHNIQUE; GRADING; LODGES; QUALITY; UK;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
Physical, Chemical & Earth Sciences
Citazioni:
34
Recensione:
Indirizzi per estratti:
Citazione:
R.J. Callan, "THE CRITICAL INCIDENT TECHNIQUE IN HOSPITALITY RESEARCH - AN ILLUSTRATION FROM THE UK LODGE SECTOR", Tourism management, 19(1), 1998, pp. 93-98

Abstract

This study examines the critical incident technique (CIT), its general application and specific use in the hospitality industry. The technique is defined and the collection of data explained. A study of interviews with 118 UK Lodge customers is used to illustrate the data gathering and classification methodologies. Strengths and weaknesses of the technique are examined. It was found that CIT lends itself particularly well to research in individual operational units or groups of units with similar characteristics. Insights into incidents allows specific responses to be generated to identified needs. (C) 1998 Elsevier Science Ltd. All rights reserved.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 11/08/20 alle ore 15:24:49