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Customer satisfaction and waiting staff

Pratten, John D. (2004) Customer satisfaction and waiting staff. International journal of contemporary hospitality management, 16 (6). pp. 385-388. ISSN 0959-6119

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Abstract

This study seeks to investigate the service expected by customers and the ways in which waiting staff can help to satisfy such expectations. Their backgrounds and ambitions are investigated, together with the skills and expertise that they are expected to possess. This is compared to the training offered, which suggests a skills gap worthy of further study. Based on the limited evidence offered, some recommendations are offered about the role of the waiter and waitress in the process of food enjoyment.

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