The effect of the serving staff on restaurant selection and customer loyalty
dc.contributor.author | Barr, Jodie, author | |
dc.contributor.author | Krueckeberg, Harry F., 1934-, advisor | |
dc.contributor.author | Lough, John B., Jr., committee member | |
dc.contributor.author | Camomile, Lon, committee member | |
dc.date.accessioned | 2007-01-03T06:01:08Z | |
dc.date.available | 2007-01-03T06:01:08Z | |
dc.date.issued | 1990 | |
dc.description.abstract | This study was conducted to describe and determine the relationship between the serving staff in restaurants and restaurant customer loyalty. A telephone survey based on a random sample of Fort Collins households was conducted to determine the relative importance of the serving staff in the continued selection of a restaurant, the personality and skill areas of employees considered important by customers, and factors affecting attitudes toward restaurant employees. Results of the survey indicated that the serving staff is one of several factors influencing restaurant customer loyalty. Customer loyalty was found to rest on a balance of food quality, service quality, atmosphere and price/value perceptions. The quality and quantity of service were found to be critical factors capable of eliciting both compliments and complaints, thereby warranting extra attention from owners, managers, and employees in an effort to gain a competitive edge. | |
dc.format.medium | masters theses | |
dc.identifier | 1990_Spring_Barr_Jodie.pdf | |
dc.identifier | ETDF1990600006MKTG | |
dc.identifier.uri | http://hdl.handle.net/10217/80805 | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | Colorado State University. Libraries | |
dc.relation | Catalog record number (MMS ID): 991017012249703361 | |
dc.relation | HF5415.5.B37 1990 | |
dc.relation.ispartof | 1980-1999 | |
dc.rights | Copyright and other restrictions may apply. User is responsible for compliance with all applicable laws. For information about copyright law, please see https://libguides.colostate.edu/copyright. | |
dc.subject.lcsh | Customer relations | |
dc.subject.lcsh | Consumer satisfaction | |
dc.subject.lcsh | Restaurants -- Marketing | |
dc.title | The effect of the serving staff on restaurant selection and customer loyalty | |
dc.type | Text | |
dcterms.rights.dpla | This Item is protected by copyright and/or related rights (https://rightsstatements.org/vocab/InC/1.0/). You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s). | |
thesis.degree.discipline | Marketing | |
thesis.degree.grantor | Colorado State University | |
thesis.degree.level | Masters | |
thesis.degree.name | Master of Science (M.S.) |
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