Thank you for your interest in this study.
The following survey questions are designed to obtain information about customer service experiences. The questions ask you to recall or imagine an experience in a casual dining restaurant and indicate your thoughts, feelings, or attitudes. There are no foreseeable risks to your well-being associated with this survey. However, if you feel uncomfortable answering any question, you can withdraw from the survey at any point without penalty. It is very important for us to learn your opinions. We plan on taking what we learn and presenting these findings in an academic journal. This is an anonymous survey—your responses will be kept confidential and will be combined with others. Your participation in this study is completely voluntary and no personal information which can link the survey to you will be collected. This information is used only for research purposes. It is important that you answer every item—the survey consists of approximately 40 items and should take about 20 minutes. Please respond to each item honestly and accurately.
You must be at least 18 years old to participate and your participation is purely voluntary. You will not benefit directly from participating in this research study and will not be paid.
If you have any questions concerning this research, please feel free to contact Gary D. Futrell at 850-644-4091 (phone) or [email protected] (email). If you have questions regarding your rights as a research subject, contact the FSU IRB at 850-644-8633 or [email protected].
Please click the "Continue" button below. Answering the questions in the following survey means that you consent to participate in this research project.
Please start with the survey now by clicking on the "Continue" button below.
Please read the following scenario carefully and answer the questions that follow as honestly and accurately as possible. Please be sure to carefully read the scenario and look at the pictures before going to the next page. Remember, you will not be able to come back to this page once you have gone to the next page.
 Please read the following scenario carefully and answer the questions that follow as honestly and accurately as possible.
You and a friend are going out to dinner at a casual dining restaurant on Friday night (there is no special occasion). Upon your arrival, you and your friend are greeted by the hostess, escorted to a table, and provided menus. You wait for well over 15 minutes before your server comes to the table. He takes your drink order and abruptly leaves. You place your food order when he returns with the drinks and you & your friend continue your conversation. Your food arrives, but you notice that it is not prepared as you ordered and it is unacceptable. The waiter takes your plate and returns after another long wait with the corrected order. You and your friend finish your meals, pay and leave without any further incident. What is the waiter in the picture holding? Suppose you have just received your bill in the previous scenario and you are paying. The total bill (without tip) is $30. Please enter the tip amount (in dollars and cents) that you would normally pay given the stated scenario (ex. $1.23). Please indicate to what degree you feel the following emotions about the service provided by the restaurant:
Please indicate your level of agreement with the following statements:
Consider the cause or causes of your overall satisfaction (or dissatisfaction) with the service in the scenario and answer the following questions. Please indicate to what degree you agree with the following statements.
If I were the customer in this scenario, I would likely......
What was the race/ethnicity of the waiter in the photo?
This section asks you to describe yourself. Your feedback is totally confidential and only allows us to know the types of people who participated in our study. Your individual information will never be revealed or discussed with anyone.
With which ethnic group do you most closely associate yourself? For the current year, which of the following ranges includes your total annual household income before taxes? Please indicate which of the following best describes your current employment position or designation. Please indicate the location of your primary residence. Do any of the following apply to you? Complete the following information ONLY if you are completing this survey for class credit. Your participation will be recorded and kept separately from your responses. Please enter YOUR first and last name (Ex: John Smith) Please enter the name of your INSTRUCTOR (Ex: Dr. Smith) Please enter your course number (Ex: MAR3034) Complete the following information ONLY if you are completing this survey at the request of a student. Your participation will be recorded and kept separately from your responses. Please enter YOUR first and last name (Ex: John Smith). Please enter your date of birth (Ex: 11/29/1970). Please enter the STUDENT’S first and last name (Ex: John Smith). Please enter the name of the student’s INSTRUCTOR (Ex: Dr. Smith). Please enter your area code and telephone number (respondents will be randomly selected to be called to verify survey participation). |
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