Award Date

Spring 2011

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration


Hotel Administration

First Committee Member

Clark Kincaid, Chair

Number of Pages




Americans have become impatient with poor dining service standards. Some believe a depressed economy, lack of skilled labor, and even bad customers have contributed to a new epidemic (Kim & Chen, 2010). Bottom line, most paying customers probably prefer a pleasant service staff to an unpleasant one. Service staff with pleasant personalities and positive attitudes impact the customer experience and overall satisfaction (Ryan & Ployhart, 2003; Barrash, & Costen, 2008). Grandey in 2003 coined this “QSD” or quality service delivery.

Case Synopsis:

The case study depicts a critical service incident with a dining service encounter in an upscale, full service restaurant. The case describes a dining situation leading up to indifference between the customer and the service staff. The case creates teaching moments related to hospitality customer service, and depicts a real life scenario that asks the audience to solve the issues at hand.


Consumers—Attitudes; Food service employees; Hospitality industry – Customer services; Restaurants – Customer services


Business Administration, Management, and Operations | Curriculum and Instruction | Food and Beverage Management | Hospitality Administration and Management | Human Resources Management