Customer service has been the focus of companies for the past decade. In Rochester, New York, businesses large and small have demonstrated concern for service excellence. Quality of service is defined by the customer. For one Rochester company, this case study will set parameters to determine whether gaps are present between corporate client expectations and employee perception. Tabulated gaps can be identified and narrowed to secure the company as a stronger competitor of customer satisfaction.
Library of Congress Subject Headings
Serv-Rite Corporation--Customer services; Food service management--Evaluation; Consumer satisfaction--Evaluation; Customer services--Evaluation
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Wolak, Andrea, "An Examination of service quality: An Internal study" (1995). Thesis. Rochester Institute of Technology. Accessed from
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