Maintaining customer service in a fast food outlet

Vijayakrishnan, Krishnanunni and Luo, Clark (2018) Maintaining customer service in a fast food outlet. Applied Management Conference, Hamilton, New Zealand, 23-25 October, 2018.

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Abstract or Summary

In a fast food outlet, a competitive field, customer service is a crucial factor. Customers are very much concerned about customer service and the quality of the food they get. This research is based on quality of service, inventory management, and employee training methods. Qualitative method is used for data collection for this project since it is more communicative and reliable. Data is collected from observations during work time. The store manager was interviewed for more information about inventory management of the store and customer service. This research found that not all the employees are trained for customer service. The inventory is done manually in the store, which is a time-consuming method. Not keeping sufficient stock leads to a shortage of toppings for pizza in the rush time if demand goes high, which may lead to customer complaints. Results of this research show that the standard of customer service and quality of food can be controlled and improved by managing the inventory, employee retention technique, and proper employee training. The research recommends using employee retention techniques and software methods for better inventory management. Keeping safe stocks as per the demand can reduce customer complaints about the quality of food.  

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:fast food industry, customer service, business
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6503
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Deposited On:17 Dec 2018 23:49
Last Modified:17 Dec 2018 23:49

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