31-08-2017, 01:58 PM
Dining at a table service restaurant is a multi-layered experience that involves at least three types of clues. Although food quality is basic, the environment and service performance are heavily influenced by the client's assessment of a particular establishment. Diners use the following types of tracks to judge a restaurant experience: functional-quality food and service; mechanical-environment and other technical and design elements; and human-performance, behavior and employee appearance. While customer perceptions of mechanical tracks are positively related to their service expectations, human tracks dominate the influence of mechanical tracks. Ideally, managers must orchestrate human and mechanical clues to deliver a consistent service message.