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

File not available for download.

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.

Item Type:	Article
Peer-reviewed:	No
Date Deposited:	18 Dec 2006 10:49
Publisher:	Emerald Group Publishing Ltd.
Additional Information:	Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in the International Journal of Contemporary Hospitality Management, published by and copyright Emerald Group Publishing Limited.
Divisions:	Faculties > MMU Cheshire (Legacy)
URI:	https://e-space.mmu.ac.uk/id/eprint/6602
DOI:	https://doi.org/10.1108/09596110410550842
ISSN	0959-6119

Impact and Reach

Statistics

DownloadsShow export options

Activity Overview

6 month trend

0Downloads

6 month trend

340Hits

Additional statistics for this dataset are available via IRStats2.

Altmetric

Repository staff only

Edit record