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|Title:||Service quality of coffee cafes in Singapore||Authors:||Chua Lay Yong, Lim Lay Se, Low Puay Joo Kelly||Keywords:||DRNTU::Business::Marketing::Customer services||Issue Date:||1997||Abstract:||This study analyses the service delivery process in the local coffee cafe industry. It seeks to identify any gaps between management specifications and staff delivery of service, and between customers' expectations and perceptions of the quality of service delivered by staff. The three coffee cafes selected for our studies include Brew Heaven Cafe, Burke's Coffee and Spinelli Coffee Company. This study helps the coffee cafe industry to evaluate their present marketing strategies and provide insights into areas requiring improvement.||Description:||242 p.||URI:||http://hdl.handle.net/10356/57595||Rights:||Nanyang Technological University||Fulltext Permission:||restricted||Fulltext Availability:||With Fulltext|
|Appears in Collections:||NBS Student Reports (FYP/IA/PA/PI)|
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