Front-line staff at MK Restaurants, a Restaurant Chain in Thailand, were seen as central to the customers overall experience, perceived value and satisfaction. Continuous staff training reinforced the pivotal role of the customer. All employees including management serve in a restaurant for a day to ensure that back-stage staff appreciated what it was like at the coalface. Perceived quality and customer satisfaction were monitored by using both in-store questionnaires displayed on each table as ...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships
1.3.3 Review customer relationship approach

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