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Hindi 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: hugo.skalsvik@hih.no |
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| 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.
