When enough is enough! Alcohol servers’ refusal styles and key antecedents
Leo, C. (2013) When enough is enough! Alcohol servers’ refusal styles and key antecedents. International Journal of Hospitality Management, 35 . pp. 10-18.
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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.
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