Page 84 - مراقبة_merged_Neat4فنادق ثان

Quality and Food Safety Management in Food
Service Industry

Important result areas for high-quality food and beverage
service, divided into procedural (refers to the technical systems
involved in getting high quality products and services and
consists of seven facts) and convivial ( refers to the server's
ability to relate to customers as people instead of just covers
and consists of nine aspects) dimensions of service.

The service quality gap model as shown in figure ( ) ,
identifies the possible gaps between elements in the design and
delivery of services that can ultimately affect the relationship
between expected and perceived service. Five gaps or
discrepancies that may impinge on service quality. These are:
Gap1:
The discrepancy between customers' expectations and
management perceptions of these expectations.
Gap2:
The discrepancy between management perceptions customers'
expectations and service quality attributes.
Gap3:
The discrepancy between service quality attributes and actual
service delivery.
Gap4:
The discrepancy between actual service delivery and what is
communicated to customers about it.