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The effect of the serving staff on restaurant selection and customer loyalty

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dc.contributor.authorBarr, Jodie, author
dc.contributor.authorKrueckeberg, Harry F., 1934-, advisor
dc.contributor.authorLough, John B., Jr., committee member
dc.contributor.authorCamomile, Lon, committee member
dc.date.accessioned2007-01-03T06:01:08Z
dc.date.available2007-01-03T06:01:08Z
dc.date.issued1990
dc.description.abstractThis 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.mediummasters theses
dc.identifier1990_Spring_Barr_Jodie.pdf
dc.identifierETDF1990600006MKTG
dc.identifier.urihttp://hdl.handle.net/10217/80805
dc.languageEnglish
dc.language.isoeng
dc.publisherColorado State University. Libraries
dc.relationCatalog record number (MMS ID): 991017012249703361
dc.relationHF5415.5.B37 1990
dc.relation.ispartof1980-1999
dc.rightsCopyright 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.lcshCustomer relations
dc.subject.lcshConsumer satisfaction
dc.subject.lcshRestaurants -- Marketing
dc.titleThe effect of the serving staff on restaurant selection and customer loyalty
dc.typeText
dcterms.rights.dplaThis 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.disciplineMarketing
thesis.degree.grantorColorado State University
thesis.degree.levelMasters
thesis.degree.nameMaster of Science (M.S.)

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