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Customer satisfaction and waiting staff

J.D. Pratten (Principal Lecturer in Business Studies, Department of Business and Management Studies, MMU Cheshire, Manchester Metropolitan University, Crewe, UK)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 October 2004



This study seeks to investigate the service expected by customers and the ways in which waiting staff can help to satisfy such expectations. Their backgrounds and ambitions are investigated, together with the skills and expertise that they are expected to possess. This is compared to the training offered, which suggests a skills gap worthy of further study. Based on the limited evidence offered, some recommendations are offered about the role of the waiter and waitress in the process of food enjoyment.



Pratten, J.D. (2004), "Customer satisfaction and waiting staff", International Journal of Contemporary Hospitality Management, Vol. 16 No. 6, pp. 385-388.



Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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