The Factors Of Responsibility For Restaurants, And Service Management

Why do customers who order food later sometimes get served their food before customers that have ordered before them? Why does it seem like there is always so many staff on shift, yet so few of them appear to actually be working? After our research is conducted, our readers will be able to understand the answers to these questions. According to Vroom’s theory of performance motivational framework (1964), “Performance = f(Ability × Motivation)”. Our theory is that the Tim Horton’s on campus has poor customer service because the workers have not been adequately trained and therefore lack the ability to perform to the best that they can. The objective of this project is to have our research prove our theory. This is our theory because the location often has slow lines (regardless of how long they are) and each of us in our group have had dissatisfying experiences with orders (we have been served items that we didn’t ask for, our bagels have been burned from being in the toaster too long, etc.). We believe our theory already explains why customers have issues with this specific location’s performance and how it relates to its customer service. “…The delivery of service quality also depends on the extent to which work-unit members are knowledgeable about the product or service, customer needs, and ability to integrate this knowledge to effectively meet the needs of customers.” (Gwinner, Bitner, Brown, & Kumar,

Customer service studies show that when something goes right, customers give credit to the individual employee dealing with the problem; when something goes wrong, customers usually blame the organization itself. This fact makes it crucial for any

There are many key aspects to owning and operating a successful restaurant in a competitive market with little or no room for error. A restaurant’s

When we got some problems, such as customer complains. For example, one customer ordered one fish & chips. The special order from that customer was no chill, but one front staff didn’t mention it to us. So we served it normally than the customer complained it. We told the staff who got that order to apology to the customer. We offered one soup to the customer during waiting new fish & chips. As result of that the customer accepted our prompted acts.

The first choice of business is the franchise. In a franchise, legal binding agreement is entered into between two firms, the franchisor (the product or service owner) and the franchisee (the firm to market the product or service in a particular location). The franchisee pays a certain sum of money for the right to market this product” (Rubin, 1978, p.224). The franchising is more prevalent in the restaurant industry (Hoffman & Preble, 2003). The two distinct features of this business type include; first, in order to notable service components should

Recently I have noticed more consumer complaints from poor service, more specially, service mistakes and customer mistreatment. When a mistake occurs, we do not handle customers in a courteous manner. In addition, we play favorites with customers and some of them are not getting the attention they require. To

Employees must first align their perceptions of service quality to what the customer’s perceptions are (Becker & Wellins 1990). Understanding what drives the customer establishment relationship is important to turning one time customers into loyal

Under the same principle, I also liked the part about paralysis by analysis. The manager encouraged employees to deal with customer complaints on the spot as opposed to finding him to determine what to do. He did this in order to not make matters worse and to allow the employees to take the initiative to solve the problems. I have worked as a waitress for over nine years in many various restaurants. In each one, in similar situations, the servers were to get the manager immediately. I often wound up in trouble for trying to calm the customers before running to the managers. Yes, I will admit that sometimes it did nothing to rectify the situation. But many times a simple apology and explanation solved everything. The managers would throw free food toward anyone who complained. My way was much simpler and cheaper! Sometimes people make mistakes. Giving people the opportunity to fix the problem on their own not only gives people the satisfaction of making a bad situation good, but it gives people a sense of leadership.

Mani, N. K., & Srivalli, P. (2014). A study on factors influencing Service Quality in Restaurants'. Annamalai International Journal Of Business Studies & Research, 6(1), 1-9.

Service is important in the food and beverage industries, that customer always have a high expectation and needs while dining in the restaurant. To find out how well the service provided, quality is a main element to every service. According to Haksever et al (2000), “Quality is ‘the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs’”. Therefore, service quality is one of the main point in every restaurants to allow them improve and upgrade their level of image and reputation. In this report, Bella Italia was chosen to have an overview of its service quality. It will be find out how well the service practice was made and which part of service can be improve within the restaurant by using the service quality analysis, service recovery, customer feedback mechanism and benchmarking.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

McDonald’s has extremely strict rules when it comes to awarding franchises. First, it is very costly to open a new location or purchase an existing location, with the median startup cost being $300,000 (Kalnins & Lafontaine, 2004, p. 750). As well, the company does an extensive background check on a variety of issues including credit history, business management experience, and the acceptance of the contractual agreement that the company provides. Because of these strict rules and the large amount of capital needed to purchase a location, “rates for franchise applicants are 1% for McDonald's” (Norton, 1988, p. 204). This is an extremely low acceptance rate and is even lower than McDonald’s chief competitor, Burger King, who accepts 1.5% percent of applicants (Norton, 1988, p. 199). These low numbers are understandable in the context of the business and risk that is involved. Though the franchise purchaser must pay a large amount of money to gain the rights to the restaurant, they truly have nothing to lose besides money because they are simply running another company’s business model as well as using their trademarks and logos. McDonald’s on the other hand, has a great amount at stake because they place the well being of an entire restaurant into the caretaking of an individual who simply purchased the rights for the store. If the store does poorly or if there are issues with customer service, it reflects

     Running a restaurant can be one of the most stressful jobs as well as the most fun and rewarding jobs. If the manager is a good leader with excellent leadership skills and has great followers the restaurant will be rewarded. If not the restaurant will plummet in sales and no one will be pleased. While developing a business. staff is important to running a successful restaurant, it is also essential that management focus on its public relations as well as its sales and marketing strategies.

Unpleasant waiting experience might accompany with customers go through the whole service process, which could lower the overall evaluation of service quality easily. Not only the queuing experience, a number of studies also investigated that queuing time in a service organization significantly influences consumer satisfaction. In general, increasing in waiting time is associated with decreasing in customer satisfaction (Katz, M.Larson & C.Larson, 1991). The graph (Dube, Renaghan & Miller, 1994) below shows the effect of waiting time on customer satisfaction in restaurant industry, and suggests that most consumers do not satisfied if the waiting time is longer than 8 minutes. In addition, another study (Jones & Dent, 1994) examined that 70% of respondents considered waiting time as a major

General knowledge is that customers are more perceptive to losses than gains which means that worse-than-expected service is more damaging than better-than-expected service is beneficial (Rust et al. 1999).