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Service Quality Metrics in the Food and Beverage Industry

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Food & Beverage Services within the hotel and restaurant industry are important for maintaining customer loyalty and increase sales. Yet service quality can be perceptual by nature making it difficult for managers to define precisely what factors are contributing to customer satisfaction. Understanding how to view service and evaluate the quality of service requires the use of a model that can be broken down and analyzed.   Through breaking apart the various aspects of complex organizational-customer interfaces helps to define and improve upon key areas of weaknesses. Quality service can raise the perceptual value of the organization. Research has shown that quality service from food and beverage departments is an important consideration for guests (Crick & Spencer, 2011). Without this quality service customers may not feel as though they received adequate attention for the amount of money they have spent. Customers that feel that they did not receive equity may no