Using Dramas as an Instructional Technique to Help Students Measure and Evaluate Service Quality

Abstract

This paper discusses the use of dramas as an instructional technique to help students understand and measure service both on the basis of quality/service/cleanliness (QSC) and hospitality. Dramas were used as part of a classroom project entitled “project hospitality” designed to identify the “friendliest” quick-service restaurant. Student teams developed their own dramas to measure the hospitality traits of friendly under stress, immediacy, anticipation, managing a complaint and friendly to the unfriendly. Information collected by the students permitted the class to identify the restaurants with the highest scores on QSC and hospitality. Results of the project are discussed in terms of restaurant performance and student learning experiences.