The paper 'Managing Gaucho’ s Argentinean Restaurant Experience" is a good example of a management case study. The aim of this report is to examine, analyze and discuss the behavior and emotional labor of Gaucho’ s Argentinean Restaurant staff. Firstly, this report first looks at the type of hospitality offered, business target market, the expectation of service, and the role of service staff. Secondly, it analyzes emotional labor and relates to responses by staff to customers. Finally, the report discusses the attitude and behavior of staff, the consequences of emotional labor on staff and makes recommendations based on the analysis above.
The restaurant’ s core business is food and seafood and wine. The nature of hospitality is comfort and tranquility. In addition, this report establishes the relationship between the emotional labor of restaurant workers in the accommodation section and customer experience. Recommendations will be made as to how Gaucho’ s Argentinean Restaurant should enhance emotional labor, improve service quality and create a lasting customer experience. 1.1 Literature review 1.1.1 Experience economy The tourism and hospitality industry has to a greater extent focused on experience economy beyond the tangible and the intangible products offered.
Experiences are memorable and engaging to the magnitude that it creates positive customer satisfaction. According to Pine and Gilmore (1999), experiences arise from memorable events as high-valued offerings for the purchase of tangible or intangible activities. Experiences are relevant to guests as they stand as differentiated products (Liljenvall & Dziewiecka, 2010, p. 14). While a business can add an entertainment dimension to existing offerings, being actively engaged in the experience is likely to bring lasting memories to the customer. Firms compete for customers on the basis of experience provided basis or price (Stamboulis & Skayannis, 2003, p.
37). The hospitality industry primarily sells ‘ staged’ experience to create a touristic experience out of their central productive activity.
Grandey, AA 2000, ‘Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor’, Journal of Occupational Health Psychology, vol. 5, no. 1, pp. 95-110.
Jung, HS & Yoon, HH 2014, ‘Antecedents and consequences of employees’ job stress in a foodservice industry: Focused on emotional labor and turnover intent’, International Journal of Hospitality Management, vol. 38, no. 2, pp. 84-88.
Lee, JJ & Ok, CM 2014, ‘Understanding restaurant employees’ service sabotage: Emotional labor perspective based on conservation of resources theory’, International Journal of Hospitality Management, vol. 36, no. 4, pp. 176-187.
Liljenvall, A & Dziewiecka, I 2010, Experience economy: the implications for the marketing strategies for the Swedish travel industry, Jonkoping International Business School.
Gauchos (2016). Menu: Food and wine. http://gauchos.com.au/menu/
Google (2016). Gaucho’s Argentinean restaurant. https://www.google.com/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=restaurants%20in%20adelaide&tbs=lf_msr:-1,lf:1,lf_ui:9,lf_pqs:EAE&rflfq=1&rlha=0&rllag=-34927175,138600240,545&tbm=lcl&rldimm=4423796968935655284
Pine, BJ & Gilmore, JH 1998, Welcome to the Experience Economy, Harvard Business Review, July/August, 97-105.
Pine, BJ & Gilmore, JH 1999, The Experience Economy: Work is a Theatre & Every Business a Stage, Harvard Business School Press, Boston, MA.
Shani, A Uriely, N Reichel, A & Ginsburg, L 2014, ‘Emotional labor in the hospitality industry: The influence of contextual factors’, International Journal of Hospitality Management, vol. 37, no. 5, pp. 150-158.
Stamboulis, Y & Skayannis, P 2003, ‘Innovation strategies and technology for experience based tourism’, Tourism Management, vol. 24, no. 3, pp. 35-43.
Van Dijk, PA Smith, LD & Cooper, BK 2011, ‘Are you for real? An evaluation of the relationship between emotional labor and visitor outcomes’, Tourism Management, vol. 32, no. 7, pp. 39-45.
Wong, JY & Wang, CH 2009, ‘Emotional labor of the tour leaders: An exploratory study’, Tourism Management, vol. 30, no. 9, pp. 249-259.
Zapf, D 2002, ‘Emotion work and psychological well-being A review of the literature and some conceptual considerations’, Human Resource Management Review, vol. 12, no. 1, pp. 237-268.