The critical incident technique in hospitality research: an illustration from the UK lodge sector

Abstract This study examines the critical incident technique (CIT), its general application and specific use in the hospitality industry. The technique is defined and the collection of data explained. A study of interviews with 118 UK Lodge customers is used to illustrate the data gathering and classification methodologies. Strengths and weaknesses of the technique are examined. It was found that CIT lends itself particularly well to research in individual operational units or groups of units with similar characteristics. Insights into incidents allows specific responses to be generated to identified needs.

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