A Customer-Employee Encounter: A Review of Customer Quality Control on Restaurant Food Service

IF 0.7 Q4 HOSPITALITY, LEISURE, SPORT & TOURISM
Simon Were Okwachi
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引用次数: 2

Abstract

Food service involves customer quality control in helping to create a meal experience and service value. However, this is not the case as service failures are more often experienced due to challenges faced in the management of hospitality’s restaurant food service. The variability nature of services has compromised food service quality in addition to a myriad of both internal and external glitches. The purpose of this paper was therefore to provide a literature review in to customer quality control on restaurant food and beverage service, with the objective of identifying customer quality control factors. The Resourceful Evaluation Maximizers Model (REMM) as well as the Pain Avoidance Model (PAM) was applied in explaining the customer quality control function in hospitality’s restaurant business. In view of the literature review on this study, the motivating factors in the customer quality control include: tipping, on-the-spot customer complaints feedback as well as customer satisfaction surveys. The study explores these three factors in relation to their contribution to food service quality control mechanisms within the hospitality’s restaurant business. However, the study recommends both research surveys as well as experiments to back up this review.
顾客与员工的相遇:饭店餐饮服务顾客质量控制述评
餐饮服务包括顾客质量控制,以帮助创造用餐体验和服务价值。然而,情况并非如此,因为服务失败更经常是由于酒店餐厅食品服务管理面临的挑战而经历的。除了内部和外部的无数故障外,服务的可变性也损害了食品服务的质量。因此,本文的目的是对餐馆餐饮服务的顾客质量控制进行文献综述,目的是确定顾客质量控制因素。运用资源评价最大化模型(REMM)和痛苦回避模型(PAM)来解释酒店餐饮业务中的顾客质量控制功能。根据本研究的文献综述,顾客质量控制的激励因素包括:小费、现场顾客投诉反馈和顾客满意度调查。该研究探讨了这三个因素对酒店餐饮业务中食品服务质量控制机制的贡献。然而,该研究建议研究调查和实验来支持这一评论。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
European Journal of Tourism Hospitality and Recreation
European Journal of Tourism Hospitality and Recreation HOSPITALITY, LEISURE, SPORT & TOURISM-
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