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Memorable Service Quality Experience

This document summarizes a student's memorable guest experience at a restaurant in Baguio City, Philippines. The student describes the clean uniforms of the staff, the comfortable environment, and how the restaurant met their expectations for food and service. The student then evaluates how the restaurant demonstrated the five attributes of service quality: tangible aspects, responsiveness, reliability, assurance, and empathy. Staff were clean and polite, orders were served correctly without mistakes, and customer requests were fulfilled.

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Math Tangik
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118 views2 pages

Memorable Service Quality Experience

This document summarizes a student's memorable guest experience at a restaurant in Baguio City, Philippines. The student describes the clean uniforms of the staff, the comfortable environment, and how the restaurant met their expectations for food and service. The student then evaluates how the restaurant demonstrated the five attributes of service quality: tangible aspects, responsiveness, reliability, assurance, and empathy. Staff were clean and polite, orders were served correctly without mistakes, and customer requests were fulfilled.

Uploaded by

Math Tangik
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Chapter 3: The Concept of Service Quality

Name: QUITOR, MARJORIE M. Score: ___________/20


Course/Year/Section: BSHM 1-C Date: FEBRUARY 25,
2021

ACTIVITY 3.1
Instructions: Share a memorable guest experience you had in any foodservice establishment.
What makes it memorable? Describe your experience by indicating what attributes of service
quality the establishment met.
Brief story of your experience:

One of the most memorable guest experiences I had in a


food service establishment is our visit in one of the known
restaurants in Baguio City. It is located in Legarda Rd. near the
workplace of my brother. I considered it as one of the most
memorable experience because the restaurant really met my
expectations in the restaurant and we have been satisfied by the
food and their service as well.

ATTRIBUTES DETAILS

Tangible The staffs are wearing clean and proper


uniforms. The environment of the place is so
comfortable and it is really seen that they
are clean.
Responsiveness Their staffs don’t make the customers wait
for too long when they asked for requests.
They really make sure to avoid customers to
keep waiting for no valid reason.

Reliability The specific order as requested has been


served properly without any mistakes.
Assurance The staffs and personnel are very polite and
they haven’t forgot to show respect in all of
the customers in their restaurant.
Empathy Our requests in the restaurants are fulfilled
by the staffs. They were approachable and
were able to meet our demands.

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