... hypotheses about differences between teenagers and adults in customer attitudes and intentions regarding fast food restaurants. Design/methodology/approach The hypotheses are tested with German survey data and moderated regression analysis. Findings Teenagers do not underestimate the negative effects...

... context is limited to the restaurant setting and Swedish customers. Practical implications For managers the results suggest that great effort needs to be put into understanding the process of customer experiences and the various interactions involved, especially social interactions and the crucial...

... restaurant was used as the service setting in the study. Subjects were randomly assigned to a written scenario describing an experience in a restaurant. They were then shown a photograph depicting the interior of the restaurant. Findings Consumption goal moderates the effect of perceived crowding...

... were found between US and Korean restaurant customers' perceptions of wait‐staff behavior and their impact on performance. While personalization was a significant predictor of satisfaction in the US sample, concern was a significant predictor for the Koreans. Courtesy and civility were important...

... quality culture change and encourage organizational‐wide commitment and involvement. The findings contribute to the development of a service excellence approach that helps identify customer requirements and secure performance improvement in restaurant operations. A customer satisfaction survey...

... the idea of large companies acting like small ones to improve their quality reputation. © MCB UP Limited 2001 Service quality Values Technology Teams Restaurants A large chain of 350 casual dining restaurants has invested millions of dollars to create new, innovative menu offerings...

...Rhonda Mack; Rene Mueller; John Crotts; Amanda Broderick Focusing on service failures can assist organizations in improving service quality and improving long‐term customer retention. This study examined consumer perceptions of their personal service failures experienced in the restaurant industry...

...Sue Newton Discusses the Total Quality culture of Harvester restaurants, concentrating on training to achieve the company′s mission of delivering a high quality service to its guests. Outlines the importance of teamwork in the programme, and provides a case study of the executive team, showing how...