Journal article
When enough is enough! Alcohol servers’ refusal styles and key antecedents
International Journal of Hospitality Management, Vol.35, pp.10-18
2013
Abstract
While alcohol servers’ play a critical role in managing customers’ intoxication in hospitality settings, there is little research that investigates actual server refusal behaviors within hedonic interactions. This study is an in-depth exploration of the key styles alcohol servers use to refuse alcohol service and the determinants of these behaviors. Fourteen interviews conducted with service staff reveal four styles of alcohol refusal behaviors: assertive, hedonic, avoiding, and compromising refusal. Four determinants of supervisory/organizational support, efficacy in enacting behavior, perceived responsibility, and perceived customer characteristics and behaviors appear to relate to these refusal behaviors. The paper addresses marketing and policy implications for hospitality managers, and concludes with limitations and future research directions.
Details
- Title
- When enough is enough! Alcohol servers’ refusal styles and key antecedents
- Authors/Creators
- C. Leo (Author/Creator)
- Publication Details
- International Journal of Hospitality Management, Vol.35, pp.10-18
- Publisher
- Elsevier
- Identifiers
- 991005543315507891
- Copyright
- Elsevier
- Murdoch Affiliation
- Murdoch University
- Language
- English
- Resource Type
- Journal article
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Source: InCites
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- Citation topics
- 1 Clinical & Life Sciences
- 1.100 Substance Abuse
- 1.100.375 Alcohol Use
- Web Of Science research areas
- Hospitality, Leisure, Sport & Tourism
- ESI research areas
- Social Sciences, general