The main purpose of this project was to measure and improve the state of the customer service provided by Della Nonna, a local pastry shop from the city of Santiago, Dominican Republic. The business opened its doors in 2008 and since then it has been providing customers with delightful desserts made using secret recipes. That said, in order to provide a consistent quality in their products, the owners serve not only as mangers, marketers, and immediate supervisors but also as cooks. This project intended to answer three important questions through the use of surveys and interviews with the owners, the employees, and the customers of Della Nonna. The results indicated that: the owners do not have a strategic plan for the business, employees lack adequate training, there are some aspects of the customer service that can be improved, and the customer perceive that they are receiving a very good customer service. These findings open the doors to new questions regarding the role of culture in the process of expecting and evaluating service quality. Recommendations were given so that Della Nonna could improve the quality level of the customer service provided.

Publication Date


Document Type

Master's Project

Student Type


Degree Name

Service Leadership and Innovation (MS)

Department, Program, or Center

Department of Service Systems (CAST)


Linda Underhill


This Capstone project is for a collaborative program between CAST (School of International Hospitality and Service Innovation, Department of Service Systems) and PUCMM (Pontífica Universidad Católica Madre y Maestra) in the Dominican Republic.


RIT – Main Campus