29 minute read

Feature Story: Speaking of allergies: Communication challenges for restaurant staff and customers

Malika Khakhar, a PhD in Management student, in collaboration with researchers from the University of Calgary, was part of a team that analyzed how and why information about food allergies gets communicated, and miscommunicated, at restaurants. Their work was published in the International Journal of Hospitality Management in July 2021.

Public health researchers have called food allergies “a growing public health epidemic in Canada” affecting nearly one in 13 Canadians and one in five Canadian households. Dining out can be risky and stressful for people with allergies, in part because many restaurant employees lack the training, skills and confidence to manage food allergies safely and effectively.

In recent years, news outlets across Canada have reported several cases of people suffering extreme, sometimes fatal, allergic reactions to restaurant food. Accidents like these are most often due to miscommunication.

The research team analyzed how and why information about food allergies gets communicated, and miscommunicated, at restaurants. They approached allergy communication the way we might approach communication among a flight crew or a surgical team: by isolating the make-or-break behaviours in the communication process.

Based on this research, guidelines to reduce the risk of allergic reactions at restaurants and improve the customer experience were offered.

Full story available in The Conversation.

Bold = Lang faculty

Red = Lang graduate student

Blue = Post-doctoral fellow

Books

2021

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