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University of Nevada, Las Vegas
Business Administration, Management, and Operations
Consumers—Attitudes; Food service employees; Hospitality industry – Customer services; Restaurants – Customer services
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Who Calls The Shots In Dining Customer Service, Kendi Root
Who Calls The Shots In Dining Customer Service, Kendi Root
UNLV Theses, Dissertations, Professional Papers, and Capstones
Introduction:
Americans have become impatient with poor dining service standards. Some believe a depressed economy, lack of skilled labor, and even bad customers have contributed to a new epidemic (Kim & Chen, 2010). Bottom line, most paying customers probably prefer a pleasant service staff to an unpleasant one. Service staff with pleasant personalities and positive attitudes impact the customer experience and overall satisfaction (Ryan & Ployhart, 2003; Barrash, & Costen, 2008). Grandey in 2003 coined this “QSD” or quality service delivery.
Case Synopsis:
The case study depicts a critical service incident with a dining service encounter in an upscale, full …