Rj. Callan, THE CRITICAL INCIDENT TECHNIQUE IN HOSPITALITY RESEARCH - AN ILLUSTRATION FROM THE UK LODGE SECTOR, Tourism management, 19(1), 1998, pp. 93-98
This study examines the critical incident technique (CIT), its general
application and specific use in the hospitality industry. The techniq
ue is defined and the collection of data explained. A study of intervi
ews with 118 UK Lodge customers is used to illustrate the data gatheri
ng and classification methodologies. Strengths and weaknesses of the t
echnique are examined. It was found that CIT lends itself particularly
well to research in individual operational units or groups of units w
ith similar characteristics. Insights into incidents allows specific r
esponses to be generated to identified needs. (C) 1998 Elsevier Scienc
e Ltd. All rights reserved.