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Hindi Journal of Tourism Research & HospitalityISSN: 2324-8807
Hugo Skaalsvik Author
Subjects of specialization
Affiliation
Business Administration, Social Sciences
Assistant professor, Department of Business Administration and Social Sciences, Harstad University College, Havnegata 5-7, 9480 Harstad, Norway
Biography
Hugo Skaalsvik is affiliated to Assistant professor, Department of Business Administration and Social Sciences, Harstad University College, Havnegata 5-7, 9480 Harstad, Norway. He is a recipient of many awards and grants for his valuable contributions and discoveries in major area of subject research. His international experience includes various programs, contributions and participation in different countries for diverse fields of study. His research interests reflect in his wide range of publications in various national and international journals.
Publications
Research Article Subscription
Understanding Service Failures: Suggesting a Competency Perspective
Author(s): Hugo Skaalsvik
Understanding Service Failures: Suggesting a Competency Perspective
This paper reports research on a qualitative case study of service failures carried out on the prestigious Norwegian Coastal Voyage (NCV), or Hurtigruten which is its brand name. A total of 51 service failure incidents were identified, collected and analysed, and the paper shows the role of the actors’ competencies in service failure processes onboard the Hurtigruten. The examination of a set of components that constitute competencies, those of knowledge, attitudes, skills and behaviours, were used in order to explain the occurrence of service failures in an explorer cruise line... view more»
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