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Customer Perception Of Drive-Thru Service, Sharon Hearne Morcos, Jinmee Tak, Mary B. Gregoire
Customer Perception Of Drive-Thru Service, Sharon Hearne Morcos, Jinmee Tak, Mary B. Gregoire
Hospitality Review
The rapid growth of off-premise dining and, consequently, drive- thru service, presents the challenge of building customer loyalty in a highly competitive marketplace. In this study, customer perceptions of drive-thru service associated with quick service restaurants were examined. Results suggest that service time appears to differ among quick service restaurants, even those within the same chain. Employee courtesy was rated positively at all restaurants, as was food quality. The implications of these results for restaurateurs who offer drive-thru service are discussed.