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

Exercise 20

Consider the following customer expectations for a fast-food (quick-service) restaurant. Classify them as dissatisfiers, satisfiers, or exciters/delighters. Justify your reasoning.
a. Special prices on certain days
b. Food is safe to eat
c. Hot food is served hot
d. Service is friendly
e. Background music
f. Playland for children
g. Restaurant is clean inside
h. Food is fresh
i. A "one-bite" money-back guarantee
j. Orders can be phoned in for pickup at a separate window