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Social Science Clinic => Business => Topic started by: jerry coleman on Mar 30, 2020

Title: What do we mean by "once-and-done" service? Why is employee "ownership" of the problem necessary for ...
Post by: jerry coleman on Mar 30, 2020

Question 1

Hospitality industry scholars cited in the chapter describe three possible strategies for mitigating the unpleasant nature of having to wait. What are these? Give an example of the use of each.

Question 2

What do we mean by "once-and-done" service? Why is employee "ownership" of the problem necessary for this to succeed? What company is identified as an example of this in the chapter?

Title: What do we mean by "once-and-done" service? Why is employee "ownership" of the problem necessary for ...
Post by: tanna.moeller on Mar 30, 2020

Answer 1

Hospitality industry scholars recommend:
• Manage the reality of the actual wait with techniques that better match capacity with customer demand. (Have appropriate staffing for peak times, for example)
• Manage the perception of the wait by distracting the customer. (Examples cited in chapter: a TV or fish tanks or something of interest to look at; some form of entertainment as in amusement parks with roving entertainers; invite customers to participate in some activity to pass the time.
• Make the wait invisible with virtual queues. (Ex: Customers may do something else such as shopping and restaurant pager will alert them when a table is ready.)

Answer 2

Once-and-done service eliminates the "it's not my department" excuse. For this to work, companies must give employees authority to handle the problem without unnecessary approvals from bosses. Employees are encouraged to "Own" the customer's problem until it is solved. Ritz-Carlton Hotels strive to apply this idea.

Title: Re: What do we mean by
Post by: ieeduckie on Nov 27, 2022

Thank you