Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 14

A manager at a franchise of casual restaurant observed that there are three types of customers who complain: those who feel they should receive exceptional service because of the price they pay; "regulars" who become accustomed to a certain level of food and service quality but perceive some difference; and customers in large groups who often complain about longer waiting times. How might the restaurant address these types of customers?