Affiliation:
1. White Lodging-J.W. Marriott, Jr. School of Hospitality and Tourism Management, Purdue University, West Lafayette, IN, USA
Abstract
This study examines how a large-scale catering event had consequential communication issues. Significant efforts were made to accommodate guests’ food allergens and dietary restrictions by creating a separate menu for vegan and allergen-free dishes. Despite these measures, one customer, Danny, a pescatarian with a severe tree nut allergy, felt ostracized from his tablemates and jealous of their seafood dish. He attempted to change his meal, but the kitchen had not prepared any extra dishes, leaving him with the vegan option. The study employs social identity theory to analyze Danny’s experience at the event.
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