Jason Karr

Abstract

This study provides restauranteurs with information on how to create, implement and evaluate a strategy of customer satisfaction measurement after the service has been delivered and the respective patrons have left the establishment. By measuring and evaluating customers perceptions of the quality of service they received, an organization can determine how they are doing both internally and externally. Application of this information into the business environments will ultimately effect the "moments of truth" with the customers by promoting a better organizational understanding of the customers' wants and needs as well as identifying areas of service that require adjustments.

Library of Congress Subject Headings

Restaurants--Customer services; Restaurant management; Consumer satisfaction; Customer relations

Publication Date

1996

Document Type

Thesis

Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)

Advisor

Marecki, Richard

Comments

Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.C8 K37 1996

Campus

RIT – Main Campus

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