Journal of Tourism Research & HospitalityISSN: 2324-8807

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Research Article, J Tourism Res Hospitality Vol: 2 Issue: 2

Understanding Service Failures: Suggesting a Competency Perspective

Hugo Skaalsvik*
Harstad University College, Norway
Corresponding author : Hugo Skaalsvik
Assistant professor, Department of Business Administration and Social Sciences, Harstad University College, Havnegata 5-7, 9480 Harstad, Norway
E-mail: [email protected]
Received: December 07, 2012 Accepted: February 12, 2013 Published: February 19, 2013
Citation: Skaalsvik H (2013) Understanding Service Failures: Suggesting a Competency Perspective. J Tourism Res Hospitality 2:2. doi:10.4172/2324-8807.1000117

Abstract

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 context.

Keywords: Service failures; Qualitative research; Case study; Competencies; The Norwegian Coastal Voyage (NCV); Hurtigruten

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