: A tool for measuring service quality in restaurants

Pete Stevens

116 citations0/0 files storedCornell Hotel and Restaurant Administration Quarterly

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

If it's true that restaurant customers vote with their feet (and pocketbooks) when a restaurant doesn't measure up to their standards, how does a restaurant operator determine what guests think of the operation? To gauge consumers' opinions before they desert in droves, a restaurant operator can use the reliable questionnaire, called “Dineserv,” described here.

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