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In their study of whether offering a quarantee of service quality wl, encourace customers to visit a particular restaurant, Tucci and talaga havefound that the effect of such guarantees is mixed. For higher-priced restaurants, there is some evidence that offering a guarantee increases theikelihood of customer selection, probably reflecting the greater financial commitment invoived in choosin an expensive restaurant, For owerpriced restaurants, where one expects less assiduous service, Tucci and Talaga found that a guarantee could actually have a negative effect: apotential customer might think that a restaurant ofering a guarantee is worried about its service. Moreover, since customers understand arestaurant's product and know what to anticipate in terms of service, they are empowered to question its quality, This is not generaly true inhe case of skilled activities such as electrica work, where, consequently, a guarantee might have greater customer appeal.
For restaurants generaly, the main benefit of a service guarantee probably lies not so much in customer appeal as in managing and motivatinostaff. Staff members would know what service standards are expected of them and also know that the success of the business relies on theiradherina to those crandards dditonaly ouarantees nravine some hasi for dpfnina tha ckils nepred far sucrecchi servire in arpactraditionally regarded as unskilled, such as waiting tables.
第一段:TT有关餐厅提供质量保证的观点,即对高档餐厅有好处,对低档餐厅有坏处
第二段:作者关于餐厅提供保证的观点(2个优点) |
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