"Walking the front" means the servers watch the guest experience first-hand.
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Q9: SERVQUAL assesses guest perceptions, not objective reality.
Q10: The good organizations pick one primary method
Q11: A large challenge of line employees assessing
Q12: Simplicity and low cost are two advantages
Q13: Employers should improvise questions when asking guests
Q15: The comment cards returned to a restaurant
Q16: A service guarantee is an internal goal
Q17: Servers should be given the comment cards
Q18: Measuring what guests think about a guest
Q19: In the critical incident technique, the moments
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