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Title: Delivering quality service : diagnosing favorable and unfavorable service encounters in restaurants
Authors: Kivela, J
Chu, C
Keywords: Delivering quality service
Customer feedback
Critical incident technique
Issue Date: 2001
Publisher: SAGE Publications
Source: Journal of hospitality and tourism research, 2001, v. 25, no. 3, p. 251-271 How to cite?
Journal: Journal of hospitality and tourism research 
Abstract: The development of an integrated customer feedback and employee performance strategy has underpinned the sweeping changes undertaken by many service organizations in recent years. However, it is fair to suggest that customer feedback processes that go beyond customer comment cards are often neglected in restaurant operations. In this article, customer perceptions about specific service delivery dimensions are explored and classified. The methodology was underpinned by the critical incident technique (CIT). The findings allude to the linkages between customer feedback and employee performance and the possible integration of feedback into the overall management of service delivery in restaurants. The resulting discussion highlights the CIT's use in customer feedback analysis. The results of the survey undertaken suggest that the CIT might be sufficiently comprehensive to assess service delivery quality in restaurant operations.
ISSN: 1096-3480
EISSN: 1557-7554
DOI: 10.1177/109634800102500302
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