Abstract
Readers will recall Professor Farrell's first article, "Communications in the Food Service Industry," published in the November 1963 issue (Vol. 4, No. 3 ) of this magazine. This article reported a research study made by Michigan State Univer sity that involved the customers and the waiters and waitresses of 35 hotel dining rooms and cof fee shops and of 50 restaurants.
In the study, 1300 customers were queried about their satisfaction with different food service establishments and the service given them. The study also looked into the concepts of 215 waiters and of 130 supervisors as to their goals in food service. Then the customers' responses were compared with those of service people. It was found that in most hotel dining rooms and luxury restaurants, the service personnel are more job- oriented than customer-oriented. In the coffee shop type of operation, better communication was found to prevail between those who serve and the customer.
This second article examines the lines of com munication between management and employes to learn how effectively management's policies are conveyed to the people who serve the cus tomers.—Editor
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