Kubickova, Marketa, and Heejung Ro. "Are students real people?." The use of student subjects in hospitality research. (2011): 1-5. Print.
In this article, the objective of the study was to examine three groups, one of hospitality major students, one of students in other majors and one with non-students and all of them experiencing two service failure types. The two failure types were process and outcome, a process failure happens when service is delivered in a rude or unfriendly manner and an outcome failure usually results when whatever the customer bought or is receiving isn’t what they expected. The point of the study was to see how the students would react in each given situation.
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