Event Title
Yes, You Can Serve Two Masters: Reflexivity and Mystery Shopping in Hospitality Education
Presentation Type
Poster/Portfolio
Presenter Major(s)
Management, Hospitality and Tourism Management
Mentor Information
Michael Scantlebury, scantlem@gvsu.edu
Department
AAHI - Not a GVSU Department (African American Health Institute
Location
Kirkhof Center KC 79
Start Date
13-4-2011 9:00 AM
End Date
13-4-2011 10:00 AM
Keywords
Environment, Freedom and Control
Abstract
The study pilots the use of reflexivity in studying the meaning of hospitality service and quality. In addition, student assessments of quality are used in providing feedback to restaurant businesses in Grand Rapids on the quality of their product. The survey, used to guide reflection, is divided into 4 sections: the outside, inside, the meal, and staff interaction. Twelve questions in each section rate the various components of participants' experience on a 4 point scale, poor to excellent. Eighteen students reported on their dining experience at 36 establishments ranging from fast food to formal dining, located mainly in Grand Rapids. This component reports on the areas of excellence and those needing improvement. Student research reports indicated that the reflexive experience provided excellent learning, observation and perception of high quality service. While no man can serve two masters (Matt 6:24), it is evident that the activity can serve the dual purposes for which it was intended.
Yes, You Can Serve Two Masters: Reflexivity and Mystery Shopping in Hospitality Education
Kirkhof Center KC 79
The study pilots the use of reflexivity in studying the meaning of hospitality service and quality. In addition, student assessments of quality are used in providing feedback to restaurant businesses in Grand Rapids on the quality of their product. The survey, used to guide reflection, is divided into 4 sections: the outside, inside, the meal, and staff interaction. Twelve questions in each section rate the various components of participants' experience on a 4 point scale, poor to excellent. Eighteen students reported on their dining experience at 36 establishments ranging from fast food to formal dining, located mainly in Grand Rapids. This component reports on the areas of excellence and those needing improvement. Student research reports indicated that the reflexive experience provided excellent learning, observation and perception of high quality service. While no man can serve two masters (Matt 6:24), it is evident that the activity can serve the dual purposes for which it was intended.