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ABSTRACT The objective of this study was to show how the training of service employees contributes to enhancing the customer’s service experience in the context of small, family-owned provincial restaurants.… Click to show full abstract
ABSTRACT The objective of this study was to show how the training of service employees contributes to enhancing the customer’s service experience in the context of small, family-owned provincial restaurants. This type of restaurant is particularly relevant to the regional employment and economy in Mexico’s countryside. However, as the human resources that are available are generally limited, training becomes relevant to develop proper service skills and customer orientation. The effectiveness of training in the improvement of service quality was evident after the comparison of measures of service quality and perceived price before and after service-employees completed the training.
Journal Title: Journal of Foodservice Business Research
Year Published: 2017
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