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Those who serve drinks: a study of barstaff

John D. Pratten (Principal Lecturer in Business Studies in the Department of Business and Management Studies, MMU Cheshire, Manchester Metropolitan University, Crewe, UK)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 August 2004

Abstract

The pub owning companies are placing a large and increasing emphasis on customer satisfaction, and are regularly modifying their training programmes to emphasise this requirement. All employees must be aware of their duty in this area. The independent sector is less well‐trained, and may place less emphasis on ensuring that staff are aware of customer needs. In an increasingly competitive market place, this seems a dangerous strategy. The amount of money that the independent licensee has invested in the business makes it appear even reckless. This study looks at the training and competence of bar staff, with a limited survey of the training provision offered by licensees in a small town and interviews with several key individuals in the sector. The article then makes recommendations to the industry.

Keywords

Citation

Pratten, J.D. (2004), "Those who serve drinks: a study of barstaff", International Journal of Contemporary Hospitality Management, Vol. 16 No. 5, pp. 315-320. https://doi.org/10.1108/09596110410540294

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited