DOI: 10.5176/2251-3426_THoR1239

Authors: Hsi-Tien Chen

Abstract: The purposes of this study are to measure the severity and frequency of service failures to diagnose a restaurant’s service performance. A restaurant’s case study will be provided to demonstrate the approach. Ultimately, the tolerable upper limit of the number of service failures can be identified according to the severity of service failure. We can employ this approach to test and control each service failure type in a restaurant.


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