You’re Stopping Me from Giving Quality Service

Quality initiatives need to be translated into actions by employees. Highlights the importance of eliciting the knowledge and beliefs which employees use to guide their decisions at work and argues that everyday discourse (e.g. conversation, group discussion) is an inadequate basis from which to unearth this information. Outlines a variety of psychological techniques which can be used to help people “get at” their own views. A study is reported which used situational interviewing and the repertory grid technique to elicit the models which food servers in the hospitality industry have of internal systems and procedures. The “maps” which food servers have of service situations and colleagues reveal areas for quality improvement.