Where did our server go? : a case of service failure in a college hotel restaurant /

Colleges rely on student employees for many campus departments, including foodservice facilities such as dining halls, pubs, and quick-service locations. These facilities serve as a source of income for the college as well as a "laboratory" for hospitality students. A college hotel restaur...

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Bibliographic Details
Main Authors:	Lesyk, Christina H. (Author), Brown, Eric A., active 2017 (Author)
Format:	eBook
Language:	English
Published:	London : International CHRIE, 2017.
Series:	SAGE Business Cases.
Subjects:	Restaurant management > Case studies. Restaurants > Personnel management > Case studies. Restaurants > Gestion > Études de cas. Restaurants > Personnel > Direction > Études de cas. Restaurant management Restaurants > Personnel management Electronic books. Case studies Case studies. Études de cas.
Online Access:	Connect to the full text of this electronic book

Description
Summary:	Colleges rely on student employees for many campus departments, including foodservice facilities such as dining halls, pubs, and quick-service locations. These facilities serve as a source of income for the college as well as a "laboratory" for hospitality students. A college hotel restaurant serves both guests directly affiliated with the college and nonaffiliated guests, including dignitaries and revenue-generating event attendees. This fictional case study offers the opportunity to examine a service failure and discuss methods to train a workforce often made up of younger workers to provide outstanding customer service.
Item Description:	Originally Published InLesyk, C. H., & Brown, E. A. (2017). Where did our server go? A case of service failure in a college hotel restaurant. Journal of Hospitality & Tourism Cases, 6(1), 42-47.
Physical Description:	1 online resource.
Bibliography:	Includes bibliographical references and index.
ISBN:	9781529716931 1529716934