Module 3 Fbtech

Branding is the manner a person dresses up, speaks, and the action they convey to guests

• True

• False

Who is the most important of our industry?

• Chef

• Front desk agents

• Manager

• Customer

There are 10 different dimensions of Service Quality or SERVQUAL

• True

• False

Responsiveness is the provision of caring, individualized attention the firm provides to its customers

• True

• False

Referes to the caring/individualized attention the firm provides to its customers. May involve employees providing personalized attention to patrons' needs.

• Assurance

• Reliability

• Empathy

• Responsiveness

The instrument for measuring service quality from the customer's perspective.

• SERVQUAL

• Parasumanan instrument

• KEISER

Definition of Reliability

• The knowledge and courtesy of employees and their ability to inspire trust and confidence. For example, patrons should be able to trust the recommendations of the sommelier, feel confident that food is free from contamination and be able to voice any concern without fear of insult or recrimination.

• The establishment’s physical facilities, equipment, and appearance of personnel. Since restaurant patrons do not receive only meals but also a large component of service, they undoubtedly depend on other cues in the absence of tangible evidence by which to assess service quality.

• The organization’s ability to perform the promised service dependably and accurately. In food outlets, this may involve reservations of tables, adherence to customer requests regarding the preparation of menu items, and accurate billing.

• The organization’s inability to perform the promised service dependably and accurately. In food outlets, this may involve reservations of tables, adherence to customer requests regarding the preparation of menu items, and accurate billing.

It relates to the knowledge and courtesy of employees and their ability to inspire trust and confidence

• Assurance

• Empathy

• Responsiveness

• Reliability

According to (?), the fundamental variables contributing to customer satisfaction in a restaurant-meal quality, the environment, and service-the former two can easily be improved.

• (Garvin, 1987; Keiser, 1988)

• (Hart and Casserly, 1985)

• Worsfold and Jameson (1991)

• (Kimbo Lim, 2023).

The long-term financial viability of service establishments is closely linked to their ability to deliver high-quality service to current and potential customers

• (Garvin, 1987; Keiser, 1988)

• (Hart and Casserly, 1985)

• Worsfold and Jameson (1991)

• Worsfold and Jameson (1991)