An analysis of the elements or attributes of customer satisfction should provide clues
regarding what actions a food-service manager should take to increase the likelihood that
customers will come back. Managing for optimal customer satisfaction requires that
satisfaction data be used to suggest positioning strategies that will help a business carve a
niche. A study of the attributes of customer satisfaction showed that customer satisfaction
with a meal eaten in a restaurant results from a confluence of several attributes, including
food quality, menu variety, atmosphere, food-quality consistency, and waiting time. For
each potential improvement in service design, managers must estimate the marginal
change in satisfaction or repeat purchase that would result from a given change in the
operational standard.
An analysis of the elements or attributes of customer satisfction should provide clues
regarding what actions a food-service manager should take to increase the likelihood that
customers will come back. Managing for optimal customer satisfaction requires that
satisfaction data be used to suggest positioning strategies that will help a business carve a
niche. A study of the attributes of customer satisfaction showed that customer satisfaction
with a meal eaten in a restaurant results from a confluence of several attributes, including
food quality, menu variety, atmosphere, food-quality consistency, and waiting time. For
each potential improvement in service design, managers must estimate the marginal
change in satisfaction or repeat purchase that would result from a given change in the
operational standard.
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