From a managerial perspective, it is important to develop
appropriate programs and provide on-going training on the
various attributes of responsiveness to strengthen employees’
ability to improve customer service. Although easy to suggest,
instilling these qualities in the frontline personnel and gaining
their commitment can be challenging. However, if full service
restaurants want to deliver high levels of customer
satisfaction, they could periodically track staff performance
on the seven items that measure “responsiveness.” By doing
so, supervisors and owners of restaurants can design targeted