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Quality and Food Safety Management in Food
Service Industry

surveying customer satisfaction that is based on the service
quality gap model.

SERVQUAL scale is designed to elicit customers'
expectations and actual perceptions of a series of quality
attributes. Using factor analysis, these attributes have been
grouped into five categories: tangibility, reliability,
responsiveness, assurance, and empathy.

2-10 Quality Control Units

An organization's approaches to quality are based on its
basic philosophy of control. With many organizations moving
toward participation and employee empowerment, a choice
must be made between the traditional bureaucratic (the use of
rules, policies, hierarchy of authority, reward systems, and
other formal devices to influence employee behavior and assess
performance) and contemporary decentralized approaches (the
use of social values, traditions, common beliefs, and trust to
generate compliance with organizational goals.

A quality control unit is sometimes called a quality
department, quality management department, quality control
department, quality assurance department or quality council.