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Title: The effect of meal pace on customer satisfaction
Authors: Noone, B.M.
Kimes, S.E.
Mattila, A.S.
Wirtz, J. 
Keywords: Restaurant management
Revenue management
Service pacing
Issue Date: 2007
Citation: Noone, B.M., Kimes, S.E., Mattila, A.S., Wirtz, J. (2007). The effect of meal pace on customer satisfaction. Cornell Hotel and Restaurant Administration Quarterly 48 (3) : 231-244. ScholarBank@NUS Repository.
Abstract: Restaurant operators who seek to increase table turns during peak periods may want to speed up the meal's pace. However, excessive speed may make customers feel rushed. A survey of 218 respondents found that too fast a pace does affect customer satisfaction with the meal experience, with fine-dining customers more sensitive to pacing issues than customers in casual or upscale casual restaurants. Regardless of restaurant type, too fast a pace during the meal itself diminishes customer satisfaction, but speed during check settlement is often appreciated. The effects on customer satisfaction of the pace of welcome, seating, and taking drink orders depend partly on the type of restaurant and on the meal type. Guests at fine-dining restaurants do not want these preprocess events to be rushed. Additionally, a faster pace during these preprocess events at dinner diminished satisfaction ratings as compared to lunch. © 2007 Sage Publications.
Source Title: Cornell Hotel and Restaurant Administration Quarterly
ISSN: 00108804
DOI: 10.1177/0010880407304020
Appears in Collections:Staff Publications

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