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Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
Edition 10ISBN: 978-1305662544Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
Edition 10ISBN: 978-1305662544 Exercise 12
Consider the following customer expectations for a fast-food (quick-service) restaurant. Classify them as dissatisfiers, satisfiers, or exciters/delighters. Justify your reasoning.
a. Special prices on certain days
b. Food is safe to eat
c. Hot food is served hot
d. Service is friendly
e. Background music
f. Playland for children
g. Restaurant is clean inside
h. Food is fresh
i. A "one-bite" money-back guarantee
j. Orders can be phoned in for pickup at a separate window
a. Special prices on certain days
b. Food is safe to eat
c. Hot food is served hot
d. Service is friendly
e. Background music
f. Playland for children
g. Restaurant is clean inside
h. Food is fresh
i. A "one-bite" money-back guarantee
j. Orders can be phoned in for pickup at a separate window
Explanation
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Customer expectations in a fast-food res...
Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
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