The Nature of Customer Entitlement in Fine-Dining Restaurants: A Qualitative Study of Waitstaff Perspectives
The purpose of this study was to explore the nature of customer entitlement from the perspective of fine-dining waitstaff in South Africa. A power imbalance between customers and waitstaff is especially likely in restaurant environments because of the expectations of customer acquiescence and the no...
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | Dissertation |
| Language: | English |
| Published: |
Faculty of Commerce
2020
|
| Subjects: | |
| Online Access: | http://hdl.handle.net/11427/31359 |