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A mystery shopper study was used to examine the influence of service times on customer satisfaction. The impact of management emphasis on service quality was also examined. In the restaurants studied, service time influenced customer satisfaction. Management attention to service time improved performance in direct relationship to the level of emphasis.
Tobin, Eric R. and Huffman, Lynn M.
"Examining the Impact of Service Times on Overall Guest Satisfaction Perception in the Casual Dining Environment,"
Hospitality Review: Vol. 24
, Article 5.
Available at: https://digitalcommons.fiu.edu/hospitalityreview/vol24/iss1/5