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    Red Lobster - Page 2 PDF

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    Karen Selina Aquino
    Jean Larimer, the manager, testified that she fired Mary Campbell, a waitress, after a customer complained about her food and felt violated when Campbell took the comment card from the box. Campbell testified that she tried to address the customer's complaints but the customer still seemed unhappy. She took the comment card to show Larimer but forgot about it and threw it away. Eve Taunton, a hostess, said she gave Campbell the key to the comment box which was common practice. The review panel, made up of both hourly workers and managers, initially split along those lines but debated to try and reach consensus on whether Campbell's firing was justified.

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    Red Lobster - Page 2 PDF

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    Karen Selina Aquino
    216 views1 page
    Jean Larimer, the manager, testified that she fired Mary Campbell, a waitress, after a customer complained about her food and felt violated when Campbell took the comment card from the box. Campbell testified that she tried to address the customer's complaints but the customer still seemed unhappy. She took the comment card to show Larimer but forgot about it and threw it away. Eve Taunton, a hostess, said she gave Campbell the key to the comment box which was common practice. The review panel, made up of both hourly workers and managers, initially split along those lines but debated to try and reach consensus on whether Campbell's firing was justified.

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    Jean Larimer, the manager, testified that she fired Mary Campbell, a waitress, after a customer complained about her food and felt violated when Campbell took the comment card from the box. Campbell testified that she tried to address the customer's complaints but the customer still seemed unhappy. She took the comment card to show Larimer but forgot about it and threw it away. Eve Taunton, a hostess, said she gave Campbell the key to the comment box which was common practice. The review panel, made up of both hourly workers and managers, initially split along those lines but debated to try and reach consensus on whether Campbell's firing was justified.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    216 views1 page

    Red Lobster - Page 2 PDF

    Uploaded by

    Karen Selina Aquino
    Jean Larimer, the manager, testified that she fired Mary Campbell, a waitress, after a customer complained about her food and felt violated when Campbell took the comment card from the box. Campbell testified that she tried to address the customer's complaints but the customer still seemed unhappy. She took the comment card to show Larimer but forgot about it and threw it away. Eve Taunton, a hostess, said she gave Campbell the key to the comment box which was common practice. The review panel, made up of both hourly workers and managers, initially split along those lines but debated to try and reach consensus on whether Campbell's firing was justified.

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    520 Case 11 • Red Lobster

    Jean Larimer’s Testimony. Larimer, who su-


    pervised 100 full- and part-time employees, testified
    that she had dismissed Campbell after one of the
    two customers complained angrily to her and her
    supervisor. “She [the guest] felt violated,” declared
    the manager, “because her card was taken from the
    box and her complaint about the food was ig-
    nored.” Larimer drew the panel’s attention to the
    company rule book, pointing out that Campbell had
    violated the policy that forbade removal of com-
    pany property.
    Mary Campbell’s Testimony. Campbell testi-
    fied that the female customer had requested that her
    prime rib be cooked “well done” and then subse-
    quently complained that it was fatty and under-
    cooked. The waitress told the panel that she had
    politely suggested that “prime rib always has fat on
    it,” but arranged to have the meat cooked some
    EXHIBIT 1: The Restaurant Scene Becomes the Testing Ground for the
    Validity of Peer Review
    more. However, the woman still seemed unhappy;
    she poured some steak sauce over the meat, but then
    pushed away her plate without eating all the food.
    When the customer remained displeased, Campbell offered her a free dessert. But the
    guests decided to leave, paid the bill, filled out the guest comment card, and dropped it
    in the guest comment box.
    Admitting she was consumed by curiosity, Campbell asked Eve Taunton, the
    restaurant’s hostess, for the key to the box. After removing and reading the card, she
    pocketed it. Her intent, she declared, was to show the card to Ms. Larimer, who had
    been concerned earlier that the prime rib served at the restaurant was overcooked, not
    undercooked. However, she forgot about the card and later, accidentally, threw it out.
    Eve Taunton’s testimony. At the time of the firing, Taunton, a 17-year old student,
    was working at Red Lobster for the summer. “I didn’t think it was a big deal to give her
    [Campbell] the key,” she said. “A lot of people would come up to me to get it.”

    The Panel Deliberates


    Having heard the testimony, the members of the review panel had to decide whether
    Ms. Larimer had been justified in firing Ms. Campbell. The panelists’ initial reactions to
    the situation were split by rank, with the hourly workers supporting Campbell and the
    managers supporting Larimer. But then the debate began in earnest in an effort to reach
    consensus.

    Study Questions
    1. What are the marketing implications of this situation?
    2. Evaluate the concept of peer review. What are its strengths and weaknesses? What
    type of environment is required to make it work well?
    3. Review the evidence. Do you believe the testimony presented?
    4. What decision would you make and why?

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