food and bev exam 2

what are the four characteristics of services

• intangibility

• inseparability

• perishability

• heterogeneity

what is tqs

the assumption that all quality standards and measures should be customer referenced

what are the components of service management

• staff

• cross-training

• loyal customer

what are the four basic patterns of customer service

• freezer

• factory

• friendly zoo

• quality customer service

what are the 4 e’s of experience economy

• entertainment

• education

• escapism

• estheticism

what is the prospect theory

“People attach significantly more value to not losing than to winning.”

what are outcomes

dissatisfaction, negative word of mouth, switching.

service recovery paradox

a situation which secondary satisfaction following a failure

what are the customer reaction to service failure and recovery

• empowerment

• attribution

what is the role of kitchen display systems?

they replace traditional paper tickets with digital screen that display orders

what does automated cooking equipment do?

• streamline food preparation processes

• reduce labor costs

what are some examples of automation and robotics in food production

sorting and packaging, cutting and slicing, assembly and processing

what are examples of 3D food printing

customized food products, and personalized nutrition

what are technological innovations in food production

• ai

• augmented reality

• biometric authentication