SERVICE QUALITY

Service quality affects every aspect of the organization, including activities that take

place behind the scenes. Every department has both internal and external customers, and

everyone should believe that even if they are not serving customers directly, they are serving

someone who is.

Cafeterias and other service organizations ensure that their services meet or exceed

customer expectations by focusing on both service quality and customer satisfaction. They also

strive to improve the organization's service reputation and foster customer satisfaction and

loyalty. Clearly, both concepts are interconnected, with service quality serving as a requirement

to satisfaction.

WORD OF MOUTH

Word-of-mouth advertising involves activities to encourage consumers to talk about a

product or company to friends and neighbor’s, setting in motion a chain of communication that

could spread through a whole market. Each activity, itself small and relatively unimportant,

could escalate through word of mouth to create strong, positive brand images and beliefs. Word-

of-mouth advertising involves activities that are likely to encourage consumers to talk about a product

or a company, to their friends and neighbours, setting in motion a chain of communication that could

branch out through a whole community. (Roger B. Mason, 2008).