Tina, a waitress at the Riverfront Grill, is angry that a customer complained that his soup was cold because of her slow service. Riverfront owner Max Griffin reminds her that she must focus on service quality as defined by

Question

Quizplus · Accepted Answer

Service quality is ultimately defined by the customer's perceptions and their satisfaction with the experience. While guidelines and general practices are important, ultimately, it is the customer who determines whether or not the service was of high quality. The health department and temperature guidelines may be important for food safety, but do not necessarily impact the customer's perception of service quality. Restaurant management may set standards and guidelines, but it is the customer's satisfaction that determines the success of the business.

Tina, a Waitress at the Riverfront Grill, Is Angry That