HB 267 Study Guide - Midterm Guide: Foodservice, Servqual, Role Conflict
Document Summary
Slowdowns or bottlenecks that occur when a part of the service system is overloaded. Measuring customer satisfaction is one of the most difficult things to do for restaurant management. One of the best direct measures is to measure the percentage of repeat customers. The two most common complaints by customers in table service restaurants are: Lack of knowledge by management can be a cause of service gaps. When measuring customer satisfaction using a service attribute matrix the area of most concern, where customers are perceived to place great importance, but have low satisfaction is referred to as: Customer expectations must be identified before standards can be set and appropriate standards must be set before implementation can occur. When considering quality service as an important strategic goal one of the five dimensions of service (servqual) is: When employees must deal with the idea of having two bosses they experience: The convivial or sociable dimension of service includes:
