Operation Management

• Abrupt Firings (Kick Out) ⚬Airlines: Southwest, Northwest, Delta ⚬Restaurant/bar: Bouncers • Subtle Firings (Refusals) ⚬“No shoes, No shirt, No service” • However, keep in mind the importance of maintaining guest dignity ⚬Angry customers who is dismissed/fired become a source of long- term negative publicity, negative, and legal issue “Fire” the Guest