Chapters in this book

1. Frontmatter i
2. Contents v
3. Preface ix
4. Introduction: Our Evolving Service Environment 1
5. Part I. Service Climate: What Matters Most?
6. Introduction 5
7. 1. How Organizational Standards and Coworker Support Improve Restaurant Service 19
8. 2. Guest Satisfaction and Restaurant Performance 33
9. 3. The Relationship of Service Providers’ Perceptions of Service Climate to Guest Satisfaction, Return Intentions, and Firm Performance 54
10. Part II. Complaint Management: A Necessary Evil and an Opportunity to Build Loyalty
11. Introduction 67
12. 4. A Look at the Relationship between Service Failures, Guest Satisfaction, and Repeat-Patronage Intentions of Casual Dining Guests 79
13. 5. Communication Richness: Why Some Guest Complaints Go Right to the Top—and Others Do Not 92
14. Part III. Ambiance and Design: The Understated Elements of Excellence
15. The Understated Elements of Excellence 117
16. 6. Examining the Effects of Full-Spectrum Lighting in a Restaurant 127
17. 7. Don’t Sit So Close to Me: Restaurant Table Characteristics and Guest Satisfaction 144
18. Part IV. Technology: The Next Frontier
19. Introduction 161
20. 8. Customer-Facing Payment Technology in the US Restaurant Industry 173
21. 9. Guests’ Reactions to Tabletop Technology in Full-Service Restaurants 194
22. 10. The Influence of Tabletop Technology in Full-Service Restaurants 203
23. Conclusion: The Human Function 215
24. Afterword 226
25. Biographies 229
26. Index 235