TY  - JOUR
AB  - 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.
VL  - 16
IS  - 6
SN  - 0959-6119
DO  - 10.1108/09596110410550842
UR  - https://doi.org/10.1108/09596110410550842
AU  - Pratten J.D.
PY  - 2004
Y1  - 2004/01/01
TI  - Customer satisfaction and waiting staff
T2  - International Journal of Contemporary Hospitality Management
PB  - Emerald Group Publishing Limited
SP  - 385
EP  - 388
Y2  - 2024/04/25
ER  -