Activity#1: Reality Bites

Anne and her family decided to dine out one night and chose to settle in a mall due to convenience
purposes. Due to a limited selection because of health issues of her family, their choices were narrowed
down into two restaurants, namely: Camiling Restaurant and Shery’s Diner, which are Filipino fusion
restaurants.

There were some decisions to be made because it was already late and everyone was hungry. They got
to Shery’s Diner first, but they were caught in the long line of customers. Since there was an all-you-can-
eat buffet restaurant. It seemed that this was a good choice for the whole family because there was a
great selection of food items and there were no lines. Since Camiling Restaurant is also well-known for
its food and has been serving Filipino dishes for almost 30 years, the family expected so much. Upon
entering the establishment around 7pm, the family saw that there were still a lot of people eating. Since
there was quite a crowd, the family expected to see a lot of food; but to their dismay, there were only a
few food left, and yet the restaurant was still allowing new customers to come in. The family waited for
the crew to replenish the food, but when Anne asked a crew member, he/she just plainly said that there
was no more food. Nonetheless, Anne and her family adjusted and simply stayed since they were
already in the restaurant. After this instance, a lot of disappointments cluttered up, such as the glasses
of water, which should be given at the start of service, were not provided despite her family’s several
requests; the bathroom with no soap and dysfunctional air dryer; and the melted ice in the halo-halo
station. The family was very displeased with the type of service that they had and they decided not to go
back in the said restaurant again.

Questions:

1. What is the basis of quality for this kind of instances?

2. Who defines quality, the restaurant or the customer?

3. What could the family have done to avoid circumstances such as this?