The Antecedents of Over-Service in the Food-Service Industry from the wait-staff perspective

• Main Authors: Yu-Ming Chiu, 邱裕銘
• Other Authors: 孫路弘
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/91176919401040690099

碩士 === 國立高雄餐旅大學 === 餐旅管理研究所 === 100 === In the service industry, the ideal that companies must provide service to exceed customers’ expectation has become so entrenched. But Dixon, Freeman and Toman (2010) point out that telling service-staff to exceed customers’ expectation is apt to yield confusion, waste time and effort, and cause high cost. In the food-service industry, the “over-service” means the service which wait-staff provided to exceed customers’ expectations but bringing the negative effects on customers. However, the past literature did not discussing the antecedents of the over-service from the wait-staff’s perspective. To help managers preventing the over-service occur, this study focus on exploring the antecedents of over-service. This study used focus group interview technique to collect data, totally 64 members were invited, who had wait-staff work experience in the food-service industry. The results categorize seven main types of over-service antecedents: “injudicious decision”, “Inefficient communication”, “revenge on customers”, “benefit oneself”, “company rules”, “supervisor pressure”, and “past work experience”. Finally, this study attempted to identify the framework of the antecedents of over-service.