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Essay example - Increasing Service Quality at a Nationwide Restaurant Chain

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Masters
Essay
Marketing
Pages 8 (2008 words)
The report at hand presents a look into the elements of service quality, how to measure them and how to implement a plan at the HR level to being about a change and improvement in service quality at a restaurant chain. …

Extract of sample

Simply put, quality of service is the customers’ expectation and evaluation of the level of ease and comfort he is supposed to have while enjoying or operating the products or services of the providing organization. For example, if a restaurant chain is classified as having a four or five star rating, not only would it have a there would be a certain level of proficiency expected in the provision of these services as well. In fact, when we enter a five star restaurant we expect a certain ambience and care and support that emanates from the reception area and goes right through the whole establishment. Empathy, reliability, responsiveness and assurance of the expected level of service are what gives the restaurant its rating and the customer’s perception of the actual services provided gives the satisfaction level of these benefits. ...
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