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Service quality mav be seen to be at its lowest or highest point within the tourism/hospitality industry in the context of staff resoonses to visitor grievances. This study sought to explore the response styles of a sample of potential tourism hospitality industry employees to a situation involving an accommodation complaint apparently caused by an external source. Potential employees revealed two major response types, labelled Poor and Good Service Expectation types. Good service appeared to be associated with the service quality ideal "Positive Attitudes" on the part of hospitality industry employees, whereas the ideal "Being Blunt" was regarded as evidencing Poor Service. Those respondents who are less likely to expect Poor Service regard Management employment as highly preferred whereas those respondents who expect higher levels of Poor Service appear to have been neutral in regard to the management employment preference. Other occupations did, however, appear to have a clear association with a less than helpful response style. The implications of these results for both individual school leavers and tourismihospitality industry staff selection processes are discussed.
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