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Quality and Food Safety Management in Food
Service Industry
2-9 Quality of Service
Quality service is positive, polite, friendly, timely (quick
for some, well paced or unhurried for others), helpful, solution
oriented when problems occur, non judgmental, accepting,
knowledgeable, gracious, welcoming, anticipatory of quests'
needs, and provides good follow- through.
Quality service is "service that consistently meets or
exceeds guest's expectations", quality service defined as "the
result of comparing a guest's expectations prior to receiving the
service with the guest's experiences with the service". If
expectations are met or exceeded, service quality is perceived
to be satisfactory.
Service quality is" a global judgment, or attitude, relating
to the superiority of the service". Service quality is "the ability
to consistently meet external and internal gust's needs, wants
and expectations involving procedural and personal
encounters".
Service quality is very difficult for customers to evaluate.
The reason for this difficulty is that some of the benefits
provided by a service are impossible to assess before actual
