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Customer service experience: A quant...

Adufutse, William Yaw.

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Customer service experience: A quantitative analysis of frontline employees' and customers' perceptions in the fast food industry.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Customer service experience: A quantitative analysis of frontline employees' and customers' perceptions in the fast food industry./
Author:	Adufutse, William Yaw.
Description:	155 p.
Notes:	Source: Dissertation Abstracts International, Volume: 71-07, Section: A, page: 2535.
Contained By:	Dissertation Abstracts International71-07A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3408872
ISBN:	9781124054643

Customer service experience: A quantitative analysis of frontline employees' and customers' perceptions in the fast food industry.
Adufutse, William Yaw.

Customer service experience: A quantitative analysis of frontline employees' and customers' perceptions in the fast food industry. - 155 p.

Source: Dissertation Abstracts International, Volume: 71-07, Section: A, page: 2535.

Thesis (Ph.D.)--Walden University, 2010.

Many investigators have documented a continuing decline in levels of fast food restaurant service and customer satisfaction. However, much less information is available regarding the differences in perception between fast food customer service employees and customers. The purpose of the study was to determine how the perception of frontline customer service employees and customers aligned in terms of quality of service in a group of fast food facilities. The theoretical foundation of this study was based on the customer satisfaction and the customer service theories. The methodology for this study was a quantitative comparative design using two survey instruments to gather data. Data were gathered from 150 customers and employees at regional Burger King stores in a major metropolitan area. Nine hypotheses were tested and data analysis included t-test and Mann-Whitney tests. Hypotheses were designed to test differences in perceptions of service quality and customer satisfaction among employees and customers. The major finding of this study was that employees tended to perceive customers as more satisfied with services than customers reported themselves to be. The social change implications include using evidence to support changes in customer service practices that could result in increased customer satisfaction and increased patronage of fast food restaurants, both of which could increase service sector employment, salaries, and profitability.

ISBN: 9781124054643Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Customer service experience: A quantitative analysis of frontline employees' and customers' perceptions in the fast food industry.
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020 $a 9781124054643
035 $a (UMI)AAI3408872
035 $a AAI3408872
040 $a UMI $c UMI
100 1 $a Adufutse, William Yaw. $3 1672987
245 1 0 $a Customer service experience: A quantitative analysis of frontline employees' and customers' perceptions in the fast food industry.
300 $a 155 p.
500 $a Source: Dissertation Abstracts International, Volume: 71-07, Section: A, page: 2535.
500 $a Advisers: James Schiro; Cheryl Winsten-Bartlett.
502 $a Thesis (Ph.D.)--Walden University, 2010.
520 $a Many investigators have documented a continuing decline in levels of fast food restaurant service and customer satisfaction. However, much less information is available regarding the differences in perception between fast food customer service employees and customers. The purpose of the study was to determine how the perception of frontline customer service employees and customers aligned in terms of quality of service in a group of fast food facilities. The theoretical foundation of this study was based on the customer satisfaction and the customer service theories. The methodology for this study was a quantitative comparative design using two survey instruments to gather data. Data were gathered from 150 customers and employees at regional Burger King stores in a major metropolitan area. Nine hypotheses were tested and data analysis included t-test and Mann-Whitney tests. Hypotheses were designed to test differences in perceptions of service quality and customer satisfaction among employees and customers. The major finding of this study was that employees tended to perceive customers as more satisfied with services than customers reported themselves to be. The social change implications include using evidence to support changes in customer service practices that could result in increased customer satisfaction and increased patronage of fast food restaurants, both of which could increase service sector employment, salaries, and profitability.
590 $a School code: 0543.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Business Administration, Entrepreneurship. $3 1026793
650 4 $a Business Administration, Management. $3 626628
690 $a 0338
690 $a 0429
690 $a 0454
710 2 $a Walden University. $b Applied Management and Decision Sciences. $3 1017738
773 0 $t Dissertation Abstracts International $g 71-07A.
790 1 0 $a Schiro, James, $e advisor
790 1 0 $a Winsten-Bartlett, Cheryl, $e advisor
790 1 0 $a Singer, Thea $e committee member
790 1 0 $a Hoehn, Liburn $e committee member
790 $a 0543
791 $a Ph.D.
792 $a 2010
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3408872