Cornell Study Shows Value of Matching Up a Restaurant’s Concept and Service Style

the Center for Hospitality Research | May 24, 2016

A study from Cornell University adds a new dimension to the definition of good restaurant service. The study finds that good service means more than just delivering food orders promptly and correctly—although that is vital. In addition, the service style is also an essential element of the service transaction, because customers notice—and are more pleased—when a restaurant's service style matches its brand image. The study, "Fitting Restaurant Service Style to Brand Image for Greater Customer Satisfaction," by Michael Giebelhausen, Evelyn Chan, and Nancy J. Sirianni, is available at no charge from the Cor...