Service with a smile? A case study exploring the relationship between the service encounter and the meal experience
Cardiff Metropolitan University
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This dissertation has set out with the aim of exploring the holistic relationship that exists between the service encounter and the meal experience. This aim was achieved through the use of a case study approach to research. The case study hotel chosen was the Nant Ddu Lodge Hotel, where the author was employed as Duty Manager. As the author was employed at the case study hotel, an autoethnographic approach to research was adopted. Autoethnography recognises the integral role of researchers in the social world that is studied, and this therefore allowed the author to combine his previous background and life experience together with his professional life and academic training. The methodological tool adopted to achieve the aim of the dissertation was semi-structured interviews with eight members of staff employed in both the Bar and the Bistro dining areas of the Nant Ddu Lodge. In this dissertation, a critical literature review has taken place, methodological choices have been justified and results have been discussed in relation to the points raised. This main findings of this dissertation reflect the perception of the hospitality industry as one of a low-skilled industry with little emphasis placed on academic qualifications or technical skills needed. Any system of formalised training in how staff perform the emotional labour needed for the service encounter would somehow threaten the value, credibility and authenticity of "service with a smile". The emotional labour that is required of front of house staff is dependant upon both the place and form of service. Theatre analogy is both useful and applicable when examining the way in which bar staff and restaurant staff have to 'put on an act" in order to deliver true and authentic "service with a smile".
BA (Hons) Hospitality Management
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