Introduction : our evolving service environment -- How organizational standards and coworker support improve restaurant service / Alex M. Susskind, K. Michele Kacmar, and Carl P. Borchgrevink -- Guest satisfaction and restaurant performance / Sachin Gupta, Edward McLaughlin, and Miguel Gomez -- The relationship of service providers' perceptions of service climate to guest satisfaction, return intentions, and firm performance / Alex M. Susskind, K. Michele Kacmar, and Carl P. Borchgrevink -- A look at the relationship between service failures, guest satisfaction, and repeat-patronage intentions of casual dining guests / Alex M. Susskind and Anthony Viccari -- Communication richness : why some guest complaints go straight to the top and other do not / Alex M. Susskind -- Examining the effects of full-spectrum lighting in a restaurant / Stephani K. A. Robson and Sheryl E. Kimes -- Don't sit so close to me : restaurant table characteristics and guest satisfaction / Stephani K. A. Robson and Sheryl E. Kimes -- Customer-facing payment technology in the US restaurant industry / Sheryl E. Kimes and Joel E. Collier -- Guests' reactions to tabletop technology in full-service restaurants / Alex M. Susskind, Saqib Awan, Ron Parikh, and Rajat Suri -- The influence of tabletop technology in full-service restaurants / Alex M. Susskind and Benjamin Curry -- Conclusion : the human function.
Summary:
"Provides managers, employees, and students with tools to better understand the complexities of the restaurant business and how to use those tools to improve business operations"-- Provided by publisher.
This resource is supported by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act as administered by State Library of Iowa.