The following survey questions are designed to obtain information about customer service experiences. Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions. This is an anonymous survey—your responses will be kept confidential and will be combined with others. This information is used only for research purposes. It is important that you answer every item—the survey consists of approximately 20 items and should take about 10 minutes. Please respond to each item honestly and accurately.
If you have questions at any time about the survey or the procedures, you may contact Gary D. Futrell, at [email protected].
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.
 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 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 a 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? Please indicate to what degree you feel the following emotions about the service provided by the restaurant: Consider the cause or causes of your overall satisfaction with the service in the scenario and answer the following questions. Please enter your First and Last name (Ex: John Smith)
Please provide some demographic information about yourself.
Are you taking this survey for class credit? 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) Are you completing this survey at the request of a student who is seeking class credit? 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 the students First and Last name (Ex: John Smith) Please enter the name of your instructor (Ex: Dr. Smith) * |
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