The Role of the Customer in the Food Service Encounter
Published online on August 01, 1989
Abstract
Hospitality Education and Research Journal, Volume 13, Issue 3, Page 427-434, August 1989.
The customer in the foodservice encounter utilizes a decision-making process to make choices which result in a service outcome defined by both tangible and intangible products. The Customer Responsibility-Interaction Grid is proposed as a way to analyze ...
The customer in the foodservice encounter utilizes a decision-making process to make choices which result in a service outcome defined by both tangible and intangible products. The Customer Responsibility-Interaction Grid is proposed as a way to analyze ...